The fusion of technologies results in effective and prosperous business growth
- Client: Endesa X
- Country: Spain
- Applied technologies: RPA
Endesa X, a leading company in the energy transformation sector, offers solutions for various sources of supply, including photovoltaic plants, boilers, and air conditioning systems. To provide optimal customer service to their high volume of B2B and B2C clients, Enel X needed an inbound and outbound customer acquisition and retention service.
The service would facilitate new contracts and the resolution of product-related issues, including technician visits to installation sites, user requests and problems, and photovoltaic installation marketing. Ayesa took on the challenge of providing an agile response by managing and organizing both the call center and the company’s back office.
Ayesa has undertaken a range of tasks for the project, including implementing new procedures that combine various technologies to improve service quality and optimise times, as well as establishing a call answering and administrative management service.
The call centre now uses RPA technologies, which help to reduce customer management times. This centre handles various requests, such as information requests, new service contracts, and maintenance requests for different supply sources. The back office, responsible for managing the administrative side of the business, has segmented teams for new contracts, ongoing projects, and customer triage. It offers end-to-end incident resolution in a single call, which provides added value for both customers and the company. Additionally, it handles the entire process of claims or service contracting via telephone and offers inclusive communication with sign language support.
Enel X achieves excellent customer satisfaction ratings by leveraging the technologies implemented by Ayesa to efficiently manage their call centre and back office. With an average of 3,500 calls per month, Endesa X has optimized its resources to respond quickly and efficiently to customer inquiries.