The Enel Energia commitment
Enel Energia confirms its objectives in the path of continuous improvement of customer service: meeting customer’s expectations and earning their confidence, anticipating solutions to their problems and creating a culture based on efficiency, listening, teamwork, innovation, passion and empathy.
The adoption, promotion and improvement of a quality management system continues to be one of Enel's strategic objectives.
Maintaining a certified quality system means:
- offering a service that conforms to a standard of excellence
- ensuring the resources to provide it effectively and efficiently
- measuring results to coordinate actions for improvement
In line with the results achieved up to now, in November 2016 Enel Energia got top marks, the renewal of and, for the first time, the extension of its ISO 9001:2008 Certification for customers' service quality to its sales processes as well. The outcome was positive and not a single "non-compliance" was detected.
The certification covers:
- the management of customer relations through the Contact Centre (toll-free number 800 900 860) and Punto Enel channels throughout Italy
- the Enel Energia website as a channel of contact
For its certification process, Enel Energia makes use of IMQ - Istituto Marchio Qualità - an independent certification body that guarantees objectivity and autonomy in its evaluations.
IMQ is the most important Italian Certification Body and is a European leader in compliance testing activities (safety, quality, sustainability) in Italy and abroad, and offers certification and inspection services in the main industrial sectors, services and manufacturing.
IMQ is also accredited by ACCREDIA to operate as a Certifying Body in several sectors and is part of the CISQ Federation (Italian Certification of Quality Systems) consisting of leading Certification Bodies operating in Italy in various sectors.
The CISQ Federation is the only Italian member of IQNet, the largest international network of Certification Agencies. Every organization that is awarded certification by a CISQ Federation Body also obtains, along with the certificate issued by the Body, an IQNet certificate serving as an "international certification passport".
The certification of the digital channel through the Enel Energia portal was also confirmed, in continuity with the web certification attained for the first time in 2013. The main new developments: first and foremost, our new portal - online since October 2015 - designed to meet customer needs and aligned with Enel Energia’s mission as an innovative company that is always closer to its customers, and our service (still at an experimental stage) that allows customers to "browse" their bill and have real-time information on the composition of amounts and consumptions.
Here are some numbers for the online channel in 2015 which give an idea of the scale of its use:
- 5.5 million customers registered with the private area
- 20 million transactions performed online.