The energy sector has suffered a deep metamorphosis at the commercial level. A little over a five years ago, changing electricity or gas was strange. Only the most daring users tried. It was the opposite to the scope of telephony and the Internet, where … Customers changed operator a couple of times a year. That has been left behind, and companies adapt. The clearest example represents it Naturgy. Specifically, the main Spanish gasist has created a Digital platform Where he has crossed all his clients to improve customer service, commercial advice and, ultimately, the relationship with their own users.
This change, which affects the more than six million subscribers that the company has, both in light, gas and companies and industries, has been carried out since last July, and arrives at a time of maximum commercial agitation. Last year he had historical portability peaks; That is, company changes. Therefore, offering better services to customers, but within the company itself, it has become a priority.
The creation of this new platform, which has been piloted by Naturgy’s General Director, Carlos neighborits main objective is the simplification in the relationship of customers with the company. To do this, the gasist has passed to all the users of the different marketers to a new company, which is the one that houses the platform itself. In these changes, according to ABC himself, customers have become better rates.
Internal improvement
For the construction of this Naturgy platform it has had first level partners. Among them is Amazon Web Services (AWS), which has contributed digital solutions. They are also in the ‘pool’ of partners Salesforce, IBM Consulting and SAPwhich is one of the main specialists in billing systems.
Also, artificial intelligence (AI) has played an essential role, although neighboring ensures that, for the moment, customer service will be personalized and, from now on, each users can opt for the channels they want, both in mobile version and by traditional phone.
The ultimate goal is to increase customer satisfaction and to offer solutions to the needs that their subscribers have. It is something essential for user retention, but a message is also launched to those who are also potential to demonstrate that the relationship between company and client can change.
Naturgy will gradually improve this platform. The ultimate goal is to add tools and profits that customers need in their relationship with the company and, mainly, that it is agile and simple.
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