Contact with the Client

Customers of the ENEA Capital Group

Companies of ENEA Capital Group provide services to more than 2.4 million customers, of which 2.1 million are individual customers and approx. 0.3 million are business customers. Customers of ENEA SA and ENEA Operator are the most numerous group.

Communication channels for ENEA SA customers (trade)

  • Client Service Office
    Communication channels with ENEA SA Customers: Client Service Office, Sales Office, call center, website, inserts to invoices, notices and announcements in local newspapers or on the radio. Furthermore, Client account managers are dedicated to business Customers.
    ENEA SA Customers have a possibility to contact the company directly through 34 Client Service Offices located in north-western Poland, and Sales Offices located in 5 Polish cities: Poznań, Szczecin, Bydgoszcz, Gorzów Wielkopolski and Zielona Góra. Furthermore, ENEA mobile sellers and business partners are responsible for sale of electricity throughout the country. 
  • Contact Center
    Contact Center a modern channel of communication with customers was launched in April 2013.
    Telephone Service Office, Back Office and Settlement and Debt Recovery Office are located in its new registered office in Poznań. They are responsible for Client service in the Poznań, Zielona Góra and Gorzów Wielkopolski area.
     
    Clients have the opportunity to use the services of the Contact Center from Monday to Friday, 7-18. Contact Center handles more than a thousand telephone calls each day. The average waiting time for contact with the consultant was 30 seconds in 2013. Effectiveness in receiving incoming calls was 90proc., of which 75 per cent calls were received in the first 20 seconds after dialling.
  • New payment network
    Individual clients of the ENEA Capital Group may pay for energy in the new payment network branded VIA Moje Rachunki. This is a great convenience as since 2013 Customers may pay their energy bills, among others, in grocery stores, supermarkets or petrol stations, often located near the previous ENEA  cashier’s offices.
    ENEA SA and ENEA Centrum companies plan to develop communication with Customers through Customer Service Offices during sponsored events and through the development of modern communication channels in 2014.


Communication channels for ENEA Operator customers (distribution)

Development of Client contact channels and improvement of service quality are particularly important for ENEA Operator. Electronic form of contact with the Customer, including electronic call handling Call Center, as well as online Client service and access to the web by mobile phone is the priority.

The main activities carried out by ENEA Operator in 2013 within development of communication channels with customers: 

  • integration of the electronic Call Center system with OSCC system (a system designed for commercial lines)
  • Increase of the Call Center throughput for emergencies by 180 channels
  • pilot implementation of Contactis Failures system module for technical brigades of power emergency - the new system enables the electronic transmission of notifications by the dispatchers with the technical documentation in electronic form to the teams in the field
  • development of cooperation with crisis management centers by providing information about failures in the company's distribution network in the form of a newsletter.