Enel Energia
Enel Energia S.p.A. is an Italian company that sells electricity and natural gas, directly controlled by Enel, Italy's largest electricity company. The company offers an offer on the free energy market divided into three macro sectors: Electricity, Gas, Dual Fuel (contracts that allow the supply of electricity and gas in a single supply contract). Exprivia solutions have been an integral part of the "toll-free number" service through which Enel Energia has significantly improved its relationship with users and its commercial redemptions.
Needs
Managing the inbound telephone channel (toll-free number) accessible from the customer base for any type of request, optimizing the work of Enel Energia partners to the maximum, who are an integral part of the active cycle since they convey products and services dictated by the commercial strategy of the SpA to the market and in part also constitute with the public the perception of quality expressed by Enel Energia.
Exprivia Solution
Rationalize customer interface paths, train telephone consultants, increase the quality and quantity of contact with the end user, optimize contact with a solution in a single contact, adequately promote products and services, incentivize commercial returns.
Solution
Enel Energia’s outsourcers share a partnership path with Enel that focuses on the value generated by the relationship with the end user. Each telephone consultant receives adequate training, is able to solve complex problems and promote (value proposition) Enel Energia branded products/services. The key points of the success of the active partnership with Enel are the paradigms of service-to-sale (serving to sell), one call resolution (closing all customer needs in a single call), and next best action (always providing the right answer, at the right time, to the right customer). The Enel partner collects the customer experience and enhances its information assets. The collaboration also pushes towards the identification of innovative IT solutions in the field of automation, single view, semantic search engines, analytics engines and more.
Results
In 2015 alone, contacts increased by 2.5 million, with 50,000 new contracts acquired. The service level was stable at 98% and the response time at 96% in the target values. Single call resolutions reached 75%, perceived quality above 4.00 (scale 1:5) and commercial redemption increased by over 17%. In addition to this, the awards among the best EFE Partners for the sale of energy efficiency products and the positioning of several Exprivia teams in the TOP TEN at the 2015 Enel Energia Best Team Olympics.
