Clients are at the center of our Strategy; we seek their loyalty to the point that we want them to be fans of our Company.
GRI (3-3) Enriching the lives of our clients is a commitment from all areas of the Organization that, in a coordinated manner, seeks to turn them into Celsia fans. We explore new ways to make their life easier through pleasant, effective experiences in all our channels; we generate new products, services and business models that contribute to their well-being, productivity and sustainability of homes and companies in the geographies where we are present.
We transform the opportunities that technological advances, clean energy, energy resources and the role that clients and consumers have in the market today give us and materialize them in our growing commitment to them. We understand their needs, offer tailor-made solutions and design the channels and interactions in a way that reflects the Celsia culture.
Our Management
Management Impact
GRI (3-3) Celsia’s Client-Experience Management provides them with solutions according to their service, savings and productivity needs. The service channels, the commercial processes and the product and service solutions developed for the different segments have an impact on the well-being of households, by enjoying a service with quality and continuity; in the growth of commerce and industry by having tailor-made advice and energy solutions; and in the development of the regions through educational programs of the same service and relationships with entities, leaders and the community in genera
As part of our culture, we want to turn our clients into Celsia fans, so our vision is focused on delivering an easy, effective and pleasant experience during their relationship with us. This implies guaranteeing access to clean energy, providing a quality, uninterrupted service, integrated into the national electricity system and with full availability for our current and future clients.
GRI (3-3) (2-23) (2-24) (2-25) Celsia’s Client-Experience Management is based on policies, programs and tools that allow us to adequately identify and manage their needs, as well as trends, regulation and market opportunities.
We develop a Portfolio focused on advising and offering solutions to the Home and Business segments. This Portfolio aims to generate energy responses, focused on efficiency and optimization of energy consumption for all our clients.
We deliver the best advice on energy efficiency and experience to clients in the following segments:
- Market and client studies and research;
- Product definition and project management;
- Advice on energy efficiency;
- Service installation / project development;
- Post-sales and relationship;
- Billing, charging and collection;
- Operation and maintenance; and
- Measurement of the Celsia Client Experience (IECC).
We seek to be allies in the development of our clients; this is how the Orange School was born, a free platform that aims to strengthen their skills and abilities, in order to help them generate new job opportunities and tools to implement in their business, transmit this knowledge to employees and their families, from training and generation of knowledge, through different Pinterest courses and tools.
Client Satisfaction
In 2022 we added the attributes corresponding to satisfaction with the product or service provided – which previously only focused on evaluating interaction channels, which limited its sampling – to the External Client Experience Index (IECe, in Spanish) Model. The result was the Celsia Client Experience Index (IECC, in Spanish) which allows evaluating the experience that the client has when interacting with the brand, its image and its value proposition, at the different meeting points or client-Company experience.
The IECC specifically assesses the following four components and associated relative attributes:
- Experience:
- With the channel: effectiveness, ease, pleasantness; and
- With the use of products/services: product/service supply, post-sale, invoice, cost/benefit.
- Planned positioning: Innovative, empathetic, disruptive;
- Loyalty: Retention, increase, recommendation;
- Value proposal:
- Residential Clients: Wellness; and
- Business Clients: Productivity and sustainability.
Principal Results in 2022
GRI (3-3)
We grew 386% in Residential Charging-Station (EDC, in Spanish) sales.
We built public EDCs in the El Dorado Airport, in Bogotá; El Papayo, in Ibagué, and La Pintada, in Antioquia.
We accepted solar generation for homes for 994 kWp and installations of 911 kWp in 97 houses.
We signed 29 new Solar Projects (62MWp) and 15 Backup Projects (5.2 MWp).
We attended 69% of service activities through digital channels.
LuzI.A., Celsia’s virtual assistant, self-managed 120,355 damage-report activities, delivery of duplicates, balances and payments.
We developed the exclusive Business-to-Business (B2B) after-sales channel for 3,000 large clients with direct attention from comprehensive service advisors.
We carried out 13 workshops in WOW Experiences, 1,387 hours of training for 212 employees of the Sales Team and allied companies
We certified 35 photovoltaic solar-energy projects for close to 800,000 Renewable Energy Certificated (RECs)/month.
We grew by 50,622 new connections for the regulated market in Valle and Tolima.
We strengthened the portfolio of minor electrical products with different brands, TV, sound, appliances and mobile phones.
We grew the Home Portfolio by obtaining a 1.7% penetration in Valle and Tolima.
We implemented the Celsia Guarantee Model, which allows loyalty to the purchase experience and support to households.
We established alliances that made it possible to expand the coverage of payment points and with dealers that allow residential chargers to be massively commercialized.
Lessons Learned
We launched a new service and sales channel for the SMEs segment, which made it possible to identify that solar energy and efficient equipment are products aimed at satisfying their need to optimize energy consumption.
For clients in the B2B segment in the regulated and non-regulated market, the Post-Sales Channel through exclusive advisors and the WhatsApp service for emergency care have become close, effective channels, which must continue to be strengthened.
GRI (3-3) Short-, Medium- and Long-Term Objectives:
Short Term(0 to 2 years)
- Position Celsia as the main player in residential-charging infrastructure and be a leading player in charging solutions for the electrification of last-mile passenger and cargo transportation.
- Have Electric Vehicle-Monitoring Platforms fully developed and in the commercialization phase.
- Increase the commercialization of energy in the non-regulated market in Colombia
- Grow – together with energy – in the Comprehensive Product and Service Portfolio in new markets.
- Grow in the sale of energy in the regulated market outside the areas in which we are network operators.
- Enable information from the smart-metering infrastructure to make it available for efficient client management.
- Strengthen and increase artificial intelligence and self-management services for clients, launching the WhatsApp channel with the artificial intelligence of LuzI.A.
- Reinforce knowledge and understanding of the Personal Data-Protection Policy.
- Consolidate the Post-Sales Service Channel as a preferential, proactive service for B2B clients of Electric Mobility, Solar Energy and Energy Efficiency.
- Implement a special portfolio for Small and Medium Enterprises (SMEs), facilitating the acquisition of products and their financing.
- Develop the omnichannel model for all sales channels.
- Double the placement of energy-efficient products for Homes.
Medium Term(3 to 5 years)
- Implement a platform for investment in charging infrastructure for the countries where we are present and enable the export of the Charger 2.0 to other countries.
- Lead electric-mobility solutions in sales and service modality in the country.
- Lead the market in which demand has a leading role that allows value to be generated through economic incentives (Voluntary Disconnectable Demand (DDV, in Spanish), Distributed Energy Resources (DERs), among others).
- Be a benchmark for client experience in Colombia and Central America, both in the energy sector and in other services.
- Develop business models that bring benefits to our clients in their homes, such as changes in products and technology with easy acquisition and financing.
- By 2025, impact 170,000 clients with the Home Portfolio, 51,000 units sold and COP 70 Billion in income.
- Continue developing the Our Own Brand Portfolio.
Long Term(6 or more years)
- Maintain leadership in the development of mobility businesses, in accordance with the advances and changes in technology that arise, as well as the urban-mobility models of cities that the market promotes or imposes.
- Lead the Colombian market in energy and efficiency solutions.
Energy Efficiency: The ability to obtain the best results in any activity using the least possible amount of energy resources. It allows us to reduce the consumption of any type of energy and, thus, the possible environmental impacts associated with it.
LuzI.A.: The virtual assistant programmed to serve our clients with 24/7 availability and created to provide solutions in transactions or concerns and make their lives easier.
External Client Experience Index (IECe, in Spanish): An internally developed methodology to measure client experience and which is made up of four (4) components: experiences, loyalty disposition, positioning and value proposition. It is aimed at all channels or Client Contact Points with the Company and all products and services provided to clients in the three segments (Cities, Businesses and Homes).
Celsia Client Experience Index (IECC, in Spanish): A methodology that allows evaluating the experience that the client has when interacting with the brand, its image and its value proposition, at the different meeting points or client-Company experience.
