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Bucharest
May 16, 2021
BUSINESS BUSINESS COMPANIES ECONOMY ENERGY

ENEL implements a powerful platform for customer relationship management

  • The Salesforce platform is one of the most powerful and widely used CRMs in the world
  • During the transition to the new platform*, Enel Energie and Enel Energie Muntenia will take over customer requests, but the response capacity will be reduced, with a complete customer response to follow in the shortest time

Enel Energie and Enel Energie Muntenia, the supply companies of the Enel Group in Romania, are implementing the Salesforce technology platform, one of the best in the world, for integrated customer relationship management. The new platform will improve the experience of Enel customers by accessing new personalized services adapted to their needs, and will facilitate all operations, both in terms of electricity and natural gas supply.

For example, the new Customer Relationship Management (CRM) platform will lead to the automation of activities such as renewing electricity supply contracts, sending messages with relevant customer information, as well as activating other value-added goods and services. The new IT system will facilitate fast response to Enel customer requests through the call center, through the MyEnel application or in the stores. Moreover, the platform will be a solid basis for further developments that will allow Enel to keep up with customer service trends and remain a top supplier in their preferences.

For the successful transfer of data from the current systems to the new platform, between March 24 – 29, 2021 some functionalities of the existing platforms and some services for customers will have limited availability.

Moreover, customers can continue to contact us by e-mail at contactee.ro@enel.com and contacteem.ro@enel.com, in Enel shops or through the call center service – 021.9977. There may be delays compared to the usual response times, but Enel supply companies assure customers that all requests will be taken over and resolved as soon as possible.

Once the implementation of the new IT system is complete, the Enel companies will resume the usual activity, aiming at the permanent improvement of the quality of customer services.

 

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