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.
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:
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.
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:
- With the channel: effectiveness, ease, pleasantness; and
- With the use of products/services: product/service supply, post-sale, invoice, cost/benefit.
- Residential Clients: Wellness; and
- Business Clients: Productivity and sustainability.
Principal Results in 2022