Abstract
In our portfolio of digital service channels there are already several features available to customers, but we have several opportunities for improvement.
In this context we launch this challenge aimed at seeking ideas that allow us to offer customers a complete digital service experience, simple to perform and accessible to any public. That is, we want the customer to have autonomy to solve their issues with a few clicks, from wherever they are.
The solution should allow customers interaction to be close and humanized, reliable and educational. In addition, the idea should be financially viable, technologically possible and consistent with sustainable development goals proposed in the 2030 Agenda of the United Nations Global Pact.
Description
CONTEXT
Considering that the customer is the center of the purpose of our company, we seek to provide an accessible, effective service and permeated by positive experiences to address the needs of customers, valuing the satisfaction with our service.
We need to understand the real customer need and be a solution for them. Our duty is to be 100% committed to the satisfaction of our customers.
THE CHALLENGE
We seek digital solutions that are practical, intuitive, light, simple, automatic and agile in meeting the demands of our customers. Covering all the various customer profiles. With automated processes whether in the adhesion to new contracts, debt negotiations, opening of new means payments, allow the online monitoring of field services, ask questions, among others.
A complete service proposal, which should include one or more digital technologies and tools, such as: GPS, NFC, biometric recognition, integration with commercial systems, IPA, RPA, Chatbot, AI, VR/AR, among others.
Transaction security and process reliability are basic premises, without the guarantee of these the project can be disqualified.
A relevant factor will be the opportunity to provide an immersive experience that allows to visually demonstrate to the client, in an educational way, the technical requirements or regulatory items, in order to mitigate communication noises about contracted services that generate greater demand for care.
We look for online solutions that are thought from the customer's point of view, within the customer's reality, generating value for the customer.
As an exercise in empathy, we ask you to put yourself in the customer's shoes and try to answer the following questions:
- What if the only way to serve the customer was on a digital channel?
- What would be the service in this service channel?
EXPECTED RESULTS
Main objectives:
- Improve customer perception of satisfaction with our service
- Reduce lead time of service to complex demands
Complementary objectives:
- Reduce the volume of face-to-face service in stores
- Reduce repeated contacts, or second and third levels
Desirable objectives:
- Increase customer engagement for the use of automatic service channels
- Increase the capillarity of means to provide educational/informative material to the client
- Increase customer engagement with Enel campaigns
PROJECT DELIVERABLES
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 should contribute to the following sustainable development goals (SDGs) to transform our world:
- SDG 3: Ensuring a healthy life and promoting well-being for all, at all ages
- SDG 7: Ensuring reliable, sustainable, modern and affordable access to energy for all
- SDG 9: Building resilient infrastructure, promoting inclusive and sustainable industrialization and fostering innovation
- SDG 10: Reducing inequality within and between countries
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.