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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

Consumers' access to new technologies, their adoption and mass use, has completely transformed customers. More and more homes have an internet connection. This results in new habits and customs amongst consumers in their personal and professional lives and, as goes without saying, their relationships with companies.

This technological landscape has profiled a customer characterised by adjusting to the digital environment immediately and showing great mastery of social media. Better access to information facilitates decision-making.

With the aim of adapting to the new reality and improving the relationship with our customers, we are promoting the development of the digital customer experience with new value propositions, opening new customer care and service channels, and offering new computer tools that favour customer digitalisation, as well as native digital products and services.

Our progress in digitalising communications with our customers allows us to adapt to their needs. We have developed a digital ecosystem that facilitates the user experience and introduced tools such as digital billing, that currently reaches 4.40 million contracts.

2021 achievements

million digital customers (target for 2021-2023 is 5.8 million)
million contracts using e-invoicing
of interactions addressed by the Virtual Assistant (the target set for 2021--2023 was 12%)

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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