How can we measure all the critical actions with our customers, in realtime? How can we analyze all this data, and take the right action?
Description
SCENARIO
Enel provides energy to more than 70 million of people in different countries. Each and everyone is an Enel customer. How can we improve their lives?
We need to measure the satisfaction of the key points of the customer’s journeys with Enel and take responsible and quick action.
BACKGROUND
At Enel, we provide energy to more than 70 million people.
We have different tools to measure customer satisfaction, but most of them take some time between the customer interaction, the result and the corresponding analysis.
We need to have all these data online and be able of take almost instantaneous actions in case of a problem with the Company. How can we provide quick solutions to the problems?
THE CHALLENGE
Measure all the key points in the relation with our customers and react in case of a dissatisfaction.
PROJECT DELIVERABLES
- A proposal of how to analyze all the customer journeys with our customers
- A proposal of how to measure the critical points in these journeys
- A proposal of how can we process all the data collected in order to detect possible problems
- A proposal of how, after we’ve detected a possible problem, can we take an quick an effective action
The submitted proposal should be a maximum of 10 pages and include the following:
- Rationale for the proposed concept/idea and a detailed explanation of its novelty and feasibility
- Steps for implementing the solution (e.g. resources, time frame, metrics (and insights with respect to any known limitations)
The proposal should not include any personal identifying information (name, username, company, address, phone, email, personal website, resume, etc.) or any information the Solvers may consider as their Intellectual Property they do not want to share.
This challenge provides contribution to the following sustainable development goals (SDGs) to transform our world:
- SDG 11: Sustainable Cities and Communities: we aim to have a responsible relation with our customers, to be part of a healthy ecosystem.
Challenge rules
ELIGIBILITY
Except for the people involved in the organization and management of the INNOVABILITY MARKET CHALLENGE and their spouses or partners and their relatives up to the fourth degree calculated according to Italian law, all the employees working in the Enel group companies can participate in the I INNOVABILITY MARKET CHALLENGE.
Clearly explain your proposal in English and, if you deem it appropriate, also adding a translation into your preferred language; attach additional documents (max 5 files, total size 25 MB) if necessary.
The winner will receive a training course focused on one of the following themes:
- Customer culture;
- Digital impact;
- Business and Soft skills;
- Social Innovation;
- Strategy & Marketing;
These opportunities are available based on previous collaborations that Enel has in place with prestigious universities and Coursera. Experiential mentoring paths organized together with our internal network of mentors will be also available.
The proposals will be admitted until 30/09/2020 and the evaluation will start after this date.
All proposers are invited to read carefully the challenge and the regulation of this contest before to submit a solution. By submitting a solution they automatically accept the Regulations other than the Terms of Use of this platform.
What happens next?
Enel will evaluate the proposal using the following criteria:
- Overall scientific and technical feasibility of the proposed solution;
- Economic potential of concept (e.g. Total Cost of Ownership);
- Business potential for Enel;
- Novelty and not obviousness;
- Potential for proprietary position (i.e., is the technology novel or protectable);
- User’s capabilities and related experience;
- Realism of the proposed solution;
- Maturity level of the proposal.
At the end of the assessment, you will receive feedback.
In case of success, an Enel contact person will get in touch with you to discuss the next steps.