{"id":12946,"date":"2022-05-05T13:25:23","date_gmt":"2022-05-05T13:25:23","guid":{"rendered":"https:\/\/new.exprivia.it\/senza-categoria\/customer-care-and-loyalty-to-digital\/"},"modified":"2026-06-04T16:03:08","modified_gmt":"2026-06-04T16:03:08","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 made it possible to offer users the possibility of managing their supplies even on the move, pay bills more easily, and have an overview of the company’s nearest points of sale. Another commercial objective was to present the company’s Power and Gas offers and the advantages of the loyalty program.
\nSome critical issues related to the importance of the rating displayed on digital stores, the management of negative comments, and the recovery of the trust of users who have incurred malfunctions also need to be overcome. The initial operating conditions saw the taking over of a system started by another company and never completed, with the obvious need to rework it in a major way. <\/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":2,"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=\"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=\"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.\" \/>\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=\"2022-05-05T13:25:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-04T16:03:08+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=\"Miriam Monza\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Miriam Monza\" \/>\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\":\"Miriam Monza\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/#\\\/schema\\\/person\\\/543ab08cfff58e9805ddbe963d53392e\"},\"headline\":\"Customer care and loyalty to digital\",\"datePublished\":\"2022-05-05T13:25:23+00:00\",\"dateModified\":\"2026-06-04T16:03:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/insights\\\/case-history\\\/customer-care-and-loyalty-to-digital\\\/\"},\"wordCount\":283,\"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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