In 2019, approximately 422,370 customers of Acea Energia, Acea Ato 2, Acea Ato 5, Gesesa and Gori subscribed to the “online bill” option, saving 55 tons of paper per year.
Transparent communication with customers helps us to respond more effectively to their needs and, in general, to the needs of the people who come into contact with us.
The digital world means we can now reach all our stakeholders even more quickly.
In 2019, approximately 422,370 customers of Acea Energia, Acea Ato 2, Acea Ato 5, Gesesa and Gori subscribed to the “online bill” option, saving 55 tons of paper per year.
We are a highly customer-oriented Group and strive to ensure the best possible customer journey.
Among the paths we have undertaken, we have found the drive towards digitalisation is the one that opens up the greatest opportunities for development. We are upgrading all our digital channels to offer our customers the possibility to carry out online most of their commercial operations and have used tools that simplify customer service procedures, such as the online chat available on MyAcea.
We have renewed the graphics and content of our Group website, with a view to highlighting the distinctive features that make us an industrial Group serving the residents and communities where we operate. The constant increase recorded in access to both the corporate website and the websites of the operating companies shows the effectiveness of the measures undertaken.
"MyAcea" reserved platform
Also available as an app for mobile devices and accessible from a single account, MyAcea allows customers to autonomously manage all their active water, electricity and gas utilities by simply and simultaneously extending the operations available. In 2019 the platform, which recorded a 63% increase in installations compared to 2018, was given new features, including the start-up of a new payment channel and improved user experience via new functions, such as the automatic linking of utilities for customers with several active accounts and the “Facebook” style notification to guide and remind the customer of the most important actions that can be carried out on-line.
Clear, transparent invoicing has also improved communications with the customer: not only does our website display a guide on how to read your energy and water bill, but we have also worked directly on the layout of the document, optimising the contents and including messages to promote supply management services and green invoicing options, such as the "online bill".
"Mystery client" investigations provide a very useful monitoring tool for the improvement of our contact channels. We conduct them on a regular basis and share the results with our process managers and operators, in order to identify the corrective actions required wherever the greatest problems have emerged.
The social media, where information circulates in a rapid and widespread manner, are proving to be the channels most frequently utilised and visited. Acea intends to monitor these channels in the best way possible and, with this in mind, since 2019 we have been active on the main social media by way of a storytelling strategy that effectively conveys our key business topics and valorises, in a suggestive manner, our people and our engagement in the community.
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2,275 followers 28,900 interactions |
4,300 followers 10,200 interactions |
33,630 followers 16,300 interactions |
858 followers
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