Acea for World Energy Saving Day
We are working to ensure an efficient service and transparent communication in order to create a virtuous circle of dialogue for total customer satisfaction.
We are at the forefront in the management of public utility services, which are essential for people’s lives. Our aim is to achieve an increasingly efficient and top quality management of our businesses, via our commitment on two fronts.
Our two fronts of action for responding to the expectations of our customers proceed along parallel lines. On the one hand we are constantly innovating our businesses and their impacts, measured through specific quality factors, and on the other we are committed to providing end users with an adequate channel of communication.
The digital world means we can now reach all our stakeholders even more quickly. Among the various paths undertaken, we have found the drive towards digitalisation is the one that opens up the greatest opportunities for development. We are continuously engaged in upgrading all our digital channels to offer our customers the possibility to carry out online most of their commercial operations, providing tools that simplify customer service procedures, such as digital and territorial platforms. In order to be closer to the people with an even more targeted approach, we diversified our contact channels, by developing the MyAcea Energia and MyAcea Acqua apps dedicated to the various services. We are also constantly committed to renewing and updating 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.
Territorial Points
The Waidy Point, launched for the first time in 2021, is a mobile structure equipped with a monitor, internet connection, scanner and printer, from where customers, assisted by an employee present on site, can contact operators via video call and carry out any commercial operation. The Waidy Point solution enables a more widespread dissemination throughout the territory; in fact, the requesting Municipalities, having made available a digital facilitator, can initiate agreements with Acea Ato 2 for the opening of further local hubs, in premises located within the Municipality in question, using hardware provided by the Company.
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 bills, 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".
The social media, where information circulates in a rapid and widespread manner, are proving to be the channels most frequently utilised and visited. At Acea, we aim 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 platform 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.
We expand, revamp and enhance the efficiency of our infrastructures (networks and systems) and optimise our business processes so as to ensure that our customers and all the residents we serve are provided with continuous and timely assistance.
We manage your water supply, distribute your electricity and recycling waste with one objective: to create value for the people and the community in which we operate.
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