Digital Control Room, where Enel Energia’s digital service traffic and performance are managed

One of the effects of Enel Energia’s digital transformation is that more and more interactions now happen through online platforms. On one side, there are people interested in Enel Energia’s services, who are not yet customers and seek information through the public area of the website; on the other side, there are existing customers who need support and use the private area to speak with an operator. To manage this traffic of digital requests, Enel Energia has set up a Control Room, where these contacts are planned, monitored and evaluated. Leading the Control Room team is Silvia Dello Strologo, who has been with Enel for almost 20 years with a background in the telephone channel Control Room. At her side is Francesca Pisanu, who has been at Enel for ten years and shares: «In the past I worked in the customer care area, moving to digital channels was like being in a startup, we created everything from scratch together with Silvia». Completing the team are Fule Jin, a graduate in Economics from Bocconi, who handles data analysis and real-time traffic management, Francesca Bortoloni, who graduated in Economics from Tor Vergata and oversees partner planning and governance activities, and Carmine Ianniello, who manages all activities related to operational reporting and enabling processes for the systems used by the consultants operating the service. The team’s goal is not only to achieve the expected performance targets but also to ensure that every person interacting with Enel Energia has a positive experience.

Additionally, the Control Room provides real-time support in the event of IT disruptions, during which actions are activated to minimize impacts on the customers' online experience. In a perspective of continuous improvement, the Control Room also participates in the development of technologies aimed at enhancing the service offered to customers.

The best way to understand the scale of this digitalization and the scope of the daily work carried out in the Control Room is to look at the numbers. People interacting with Enel Energia through the public area of the website average 45,000 per month, and of these, 12% now subscribe to a new contract. Enel Energia customers contacting the company through the private area to get assistance with their supply average 74,000 per month. The dialogue can happen either through the chat or by requesting a call back, meaning they ask to be called back by an operator. One of the Control Room’s tasks is to ensure that traffic is correctly routed, so that there are no overloads and the customer can receive a quick and timely response. «In the Control Room, we define the perimeter of interactions, managing them in real time and readjusting our traffic forecasts», explains Fule. «If there are slowdowns, we shift traffic in real time to other operators who can respond faster».

In the private area chat, there is a second level of control, focused on quality. After the first interactions, customers receive a survey, a questionnaire structured across several points where they can respond with a rating from one to five. «Our goal is to ensure that everyone who comes into contact with Enel Energia has a quality interaction», explains Francesca, who adds: «The digital channel is particularly delicate and exposed, the level of quality we aim for is 100%». How is the total quality the company pursues structured? Through the five points investigated by the questionnaire, which well encapsulate Enel Energia’s values: Courtesy and kindness. Understanding of the customer's need by the operator. Clarity of the response. Problem resolution. Waiting time. In short, the survey is designed to understand whether the problem was resolved, in how much time, and through how many contacts with the operators. Digital transformation works best when there is attention to detail, and this is precisely what Enel Energia’s Control Room is dedicated to.