{"id":12946,"date":"2022-05-05T13:25:23","date_gmt":"2022-05-05T11:25:23","guid":{"rendered":"https:\/\/new.exprivia.it\/senza-categoria\/customer-care-and-loyalty-to-digital\/"},"modified":"2026-07-17T10:11:33","modified_gmt":"2026-07-17T08:11:33","slug":"customer-care-and-loyalty-to-digital","status":"publish","type":"post","link":"https:\/\/www.exprivia.it\/en\/insights\/case-history\/customer-care-and-loyalty-to-digital\/","title":{"rendered":"Customer care and loyalty to digital"},"content":{"rendered":"

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).<\/p>\n

Needs<\/h2>\n

The customer requested an application for Apple\/Android mobile<\/em> devices to provide the most useful services to customers also through portable devices<\/em> and thus fill a gap with some competitors already in possession of such systems.
\nThe project allowed users to manage their utility services on the go, pay their bills more easily, and view a list of the company\u2019s nearest retail locations. Another commercial objective was to showcase the company\u2019s Power and Gas offers and the benefits of its loyalty program.
\nWe also had to address several challenges related to the importance of ratings displayed on digital stores, managing negative comments, and regaining the trust of users who had experienced service disruptions. The initial operating conditions involved taking over a system that had been started by another company but never completed, with a clear need for significant reworking. <\/p>\n

Exprivia Solution<\/h2>\n

Exprivia has been the protagonist of some important developments in the web portal and the launch of a new mobile<\/em> application, through which the company has significantly improved its relationship with users.<\/p>\n

Results<\/h2>\n

The spread and use of the app has bridged the technological gap with respect to the competition, has provided efficient access to mobile services for the company’s residential customers and at the same time has enriched the customer base<\/em> with younger customers who are culturally closer to the use of digital tools.<\/p>\n","protected":false},"excerpt":{"rendered":"

The customer Exprivia is an Italian company that sells electricity and natural gas, part of one of the most important Italian electricity production and distribution groups.<\/p>\n","protected":false},"author":5,"featured_media":12947,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[134],"tags":[136,162],"class_list":["post-12946","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-history","tag-energy-utilities","tag-experience-360"],"acf":[],"yoast_head":"\nCustomer care and loyalty to digital - Exprivia<\/title>\n<meta name=\"description\" content=\"Discover the case study on Digital Customer Care and Loyalty: the Exprivia project that highlights digital solutions, results, and innovation applied to...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.exprivia.it\/en\/insights\/case-history\/customer-care-and-loyalty-to-digital\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer care and loyalty to digital\" \/>\n<meta property=\"og:description\" content=\"Discover the case study on Digital Customer Care and Loyalty: the Exprivia project that highlights digital solutions, results, and innovation applied to...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.exprivia.it\/en\/insights\/case-history\/customer-care-and-loyalty-to-digital\/\" \/>\n<meta property=\"og:site_name\" content=\"Exprivia\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-05T11:25:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-17T08:11:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.exprivia.it\/wp-content\/uploads\/2025\/12\/visual-energia.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1440\" \/>\n\t<meta property=\"og:image:height\" content=\"500\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Alessio Brasili\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Alessio Brasili\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/\"},\"author\":{\"name\":\"Alessio Brasili\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/#\\\/schema\\\/person\\\/2d1a21ce90d8e7ded02c8cacb7aa9a0a\"},\"headline\":\"Customer care and loyalty to digital\",\"datePublished\":\"2022-05-05T11:25:23+00:00\",\"dateModified\":\"2026-07-17T08:11:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/\"},\"wordCount\":269,\"publisher\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.exprivia.it\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/visual-energia.jpg\",\"keywords\":[\"Energy & Utilities\",\"Experience 360\"],\"articleSection\":[\"Case History\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/\",\"url\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/\",\"name\":\"Customer care and loyalty to digital - 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