- The power utility garnered the awards for Best Telesales Relationship, Best B2C Telephone Relationship, Best Strategic Commercial Management Project, Best Strategic Technological Innovation Project and Best Strategic eCommerce Project
- The seals of excellence are awarded by the Spanish Association of Customer Relationship Experts (AEERC) after a thorough examination that included 36 audits
Endesa has scooped five 2022 Customer Relationship Excellence Awards. More specifically, the utility received awards in two of the three existing categories: for Best Company, Best Business Service Channel and Best Strategic Project. These annual awards recognise outstanding relationships between companies and their customers and are promoted by the Spanish Association of Customer Relationship Experts (AEERC), in collaboration with iFAES and the methodology of the consultancy firm IZO.
Endesa's Customer Service Director, Carmen Hinchado, stresses that "these awards honour our ongoing work and efforts to achieve excellence in Customer Service, in which we must highlight how we create value in telephone customer service through excellent customer service, and how we have strengthened our multi-channel approach to provide the best digital customer service".
Meanwhile, in the Corporate category, Endesa secured the Excellence Awards for Best Telesales Relationship and Best B2C Telephone Relationship, the latter for companies handling over 3 million interactions a year.
The company took home three more awards in the Best Strategic Project category: Best Strategic Commercial Management Project, in recognition of its innovative vision and commitment to technological development for improving the commercial process, gearing the telephone channel towards the creation of value; Best Strategic Technological Innovation Project for its commitment to developing the technological capabilities needed to manage assisted digital channels more efficiently; and Best eCommerce Strategic Project thanks to the sustainable digital transformation that the company is carrying out, basing its eCommerce strategy on the acceleration of digital sales, the design of a new operating model and the Human Data approach.
Endesa's Director of Residential and Business, Maite González, explains that "these awards are recognition of the effort we are making to focus on all processes, always putting the customer at the centre and based on standards of innovation and technological development applied to the continuous improvement of the commercial sales process".
The rigorousness and objectivity of these awards is guaranteed by the technical study conducted by IZO involving over 36 audits totalling 350 hours of work and visits to 9 different cities, including the validation of a checklist of 830 control points and the guarantee of taking the customer into account with the sending of 75,000 surveys to end customers and 350 Customer Service experts.
About Endesa
Endesa is the largest electricity utility in Spain and the second largest in Portugal. The company is also the second largest gas operator in the Spanish market. Endesa operates an end-to-end generation, distribution and marketing business. Through Endesa X it also offers value-added services aimed at the electrification of energy usage in homes, companies, industries and Public Administrations. A new line of business has also been created. Endesa X Way is fully dedicated to electric mobility. Endesa is firmly committed to the United Nations SDGs and strongly supports the development of renewable energies through Enel Green Power España, the digitalisation of grids through e-distribution, and corporate social responsibility (CSR). The Endesa Foundation is also active in CSR-related matters. Our workforce numbers around 9,260 employees. Endesa is a division of Enel, Europe’s largest electricity group.