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Digitalisation of Customers

Our services evolve to adapt to our customers

New technologies allow us to develop new channels of communication with customers so that we can adapt to their needs.

Aligned with the Sustainable Development Goals

 

Sustainable development goals

SDG 9: Industry, innovation and infrastructure

SDG 11: Sustainable cities and communities

More and more households have Internet access. The latest survey published by the National Statistics Institute (INE) indicated that in 2019 91.4% were connected to the Internet. This broad digitalisation of society has changed their habits and customs, and has also improved their experience as consumers of products and services.

This technological panorama has defined a customer who immediately becomes active in the digital environment and has a great command of the social media. Also, better access to information facilitates decision-making.

With the aim of adapting to the new reality and improving customer relations, we are promoting the development of the digital experience with new value proposals. We have adopted new channels, such as the possibility of interacting using the Alexa and Google Home voice assistants and customer service via WhatsApp.

The advances in the digitalisation of communications with customers allow us to adapt to their needs. We have developed a digital ecosystem that make the user experience easier while introducing tools like digital billing, which currently covers 3.8 million contracts.

Achievements in 2019

4,8
million digital customers
3,8
million contracts with e-billing
10%
digital sales

Goals for 2022

5
million digital customers
4,5
million contracts with e-billing
14%
digital sales

The use of new technologies in customer relations also helps us to approach new stakeholders. It offers the possibility of making digital contracts and gives customers ways to find solutions and products in the digital environment.

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