Shared Services Centre - Common Client Service is the central Client point of contact in the ENEA Capital Group. The idea behind this project is to gradually unify the common service processes of trade and distribution Clients and implement a new organizational model of Client service area. 

Service quality

Client-oriented program

ENEA Capital Group is implementing a wide "Client-oriented program". The program is associated with the provision of new, remote Client contact channels with the ENEA Capital Group.

Work is underway on establishing a common Client service for ENEA SA, ENEA Operator ENEA Wytwarzanie and ENEA Trading (i.e. Shared Services Centre).

Main business objectives of the introduced changes:

  • design and implementation of Client service functions common to trading and distribution areas in the ENEA Capital Group
  • increase of Client satisfaction level
  • implementation of IT solutions to support Client service
  • standardization, improvement of quality and efficiency of Client service processes.

Shared Services Centre

Shared Services Centre - Common Client Service is the central Client point of contact in the ENEA Capital Group. The idea behind this project is to gradually unify the common service processes of trade and distribution Clients and implement a new organizational model of Client service area. As part of the Shared Services Centre in 2013:

  • acquisition process of the back-office for the city of Poznań was carried out by ENEA Centrum from ENEA Operator company
  • transfer of after-sales services of  TPA Clients (Third-part access) from the After-Sales Service Office in ENEA to ENEA Centrum.
  • TPA agreements registration in enPort system and extension by direct sales. 

Change of the Client Service Model

Continuation of the Change of the Client Service Model Program was an important measure being implemented in 2013 by ENEA SA. Under this program, the following projects are dedicated to the company’s Clients:

  • development and implementation of the Sales and Client Service operating model,
  • definition of the target Sales and Client Service organization,
  • development of indirect sales channel,
  • development of products and additional services,
  • Call Center project,
  • controlling system,
  • optimization of the payments acceptance model of ENEA SA Clients.

Service quality in ENEA Operator

ENEA Operator complies with the provisions of the Compliance program, i.e. "Non-Discriminatory Treatment of ENEA Operator Distribution System Users". The system guarantees non-discriminatory treatment of distribution system users within the free choice of energy supplier. The Client is free to choose any energy supplier. This system also ensures the protection of Customer data who made that choice.

ENEA Operator granted discounts to Customers with a total of PLN 40 130.69 in 2013. Bonuses were associated with electricity quality parameters and standards of service.

Customer Privacy

Information Security Policy is the basic element of information security management system in ENEA SA.  It includes, among others, attention to the protection of Customer data. Information Security Policy is implemented in ENEA SA on the basis of standard ISO27001:2005 and is a part of the Integrated Management System.

Furthermore, ENEA Operator implements guidelines of Policy security within processing of personal data in ENEA Operator. Each of the concluded agreements with Customers by ENEA Operator include provisions to ensure the data protection.

On the other hand, Compliance Program,  Client Service Standards (ENEA SA, ENEA Operator) and i.e. Card Services are the basis of the lawful operations of ENEA Centrum company and Customer privacy. 

Client satisfaction surveys

Energomiar companies (increase of the Customer satisfaction by 0.73 points compared with 2012) and Energetyka Poznańska Zakład Transportu (93.07% - satisfactory rating. For comparison- 93.86% in 2012). Customer satisfaction survey was also conducted by ENEA SA in 2013.