{{ content.logo.text }}

  • {{searchSuggestions.title}}
{{item.title}}

Abstract

Enel is looking for new ideas and creative opportunities for improving the customer experience and enhancing customer satisfaction, while ensuring a customer centric approach.

As an Enel employee or costumer, with your contribution, the Global Customer Operations (GCO) could:

  • maximize satisfaction and value for our customers, placing them at the center of our strategy;
  • manage Customer Operation processes (activation, invoice ratio, credit and care) in an excellent way, leveraging platformization, our global scale-up and technology;
  • stimulate continuous innovation by being guided by data;
  • explore and test new ways of interacting with customers in order to assess the effectiveness and adoption of new solutions.
     

This Challenge contributes to the following Sustainable Development Goals (SDGs):

  • SDG 7: Affordable and Clean Energy
  • SDG 9: Industry, Innovation and Infrastructure
  • SDG 11: Sustainable Cities and Communities
  • SDG 12: Responsible Consumption and Production
  • SDG 13: Climate Action.
{{item.title}}

Description

SCENARIO

The main target of the Global Customer Operations (GCO) business line is to improve customer satisfaction while maximizing its value throughout the life cycle: this means customer centricity. In order to achieve these objectives at global level, the GCO business line works on customer operation strategies and processes, while being supported by the development of new tools and new technologies.

How the Global Customer Operations serve customers in 4 macro-processes:

 

1.      Customer Activation

This process is focused on the activation of a new service to a given customer, through the management of related contracts and coordination with any Service Enabler (for example, the Distributor System Operator, in the case of power or gas supply) that’s necessary to the provision of the service.

Strategic drivers

Effectiveness:

  • Reduce activation time with a focus on high-value customers
  • Build a memorable experience to ensure loyalty (with a high impact on the Net Promoted Score, NPS)
  • Push electrification by redesigning the activation process
 

2.    Billing

The billing process defines calendars and manages readings and billing activities, monitoring the quality of both.

Strategic drivers

Effectiveness:

  • Gradually reduce error volumes and improve real readings through automated error management
  • Simplify billing communication

Efficiency:

  • Expand digital invoices with an optimized portfolio of initiatives
  • Improve the billing process through automatization and digitalization

 

3.      Collection and Credit

The collection and credit process evaluates the credit risk of the customers, ensures credit collection from both active and former customers, and defines dunning policies and tools.

Strategic drivers

Effectiveness:

  • Simplify the payment experience

Efficiency:

  • Develop new channels to change the collection mix (e.g., Enel X Pay)
  • Strengthen credit management (data-driven strategies with predictive, next best action, back-office automation)

 

4.      Customer Care

The Customer Care process addresses specific customer needs and issues and finds timely and efficient solutions, thereby enhancing the customer experience.

Strategic drivers

Effectiveness:

  • Strengthen claim management and prevention
  • Enhance the digital experience
  • Personalize care with new segmentation
  • Strengthen service to sale for electrification in all countries

Efficiency:

  • Service personalization to optimize cost per contact
  • Digital first, but not digital only
  • Service hubs to optimize costs in LatAm countries

 

THE CHALLENGE

Enel GCO is looking for new ideas and creative opportunities for improving the customer experience and enhancing customer satisfaction, ensuring a customer centric approach.

 

SOLUTION REQUIREMENTS

Entrants must meet the following requirements.

The solutions proposed must:

  • be consistent with the targets presented in the business plan
  • have a significant level of maturity (ready to be applied, if they are a proposal for a strategy or approach)
  • be implementable in the short term
  • be potentially scalable in all the countries where the Group operates
  • have a clear impact on the creation of value (cost-effectiveness)
  • be original and adaptable
  • enhance and support the company’s commitment to the Sustainable Development Goals (SDGs).

 

Moreover, proposals should have an impact on at least one of the following objectives:

  • Reduce Number of claims
  • Increase Net Promoter Score
  • Reduce operating costs
  • Foster Easy to use and accessible digital services
  • Optimize data enhancement.

 

PROJECT DELIVERABLES

The proposal presented must include:

  1. A detailed description of the idea and the business objective to which it contributes;
  2. Justification for the concept / idea proposed, clearly defining the novelty and feasibility aspects;
  3. Identify the main country (or countries) where it can be applied;
  4. Steps for implementing the solution (e.g., resources, timing, metrics, and insights with respect to any known limitations).

 

If helpful, support the proposal with data, case studies, references and any additional material that will make it easier to understand.

The proposal should not include any personally identifiable information (name, username, company, address, phone, email, personal website, resumé, etc.) OR any information that Solvers may consider to be intellectual property that they do not wish to share.

Challenge rules

All proposers are invited to carefully read the challenge’s rules and regulations (which are attached below in the Attachments section) before submitting a solution.

By submitting a solution, they automatically accept the attached Regulations, in addition to the Terms of Use of this platform.

Explain your proposal clearly in English, attach documents (max 5 files, 25MB total size) if needed.

 

ELIGIBILITY

Except for the people involved in the organization and management of the CHALLENGE and their spouses or partners and their relatives up to the fourth degree, calculated according to Italian law, the proposals can be submitted by all Enel employees working in all countries.

 

CHALLENGE, AWARD, DEADLINES

Up to the best 3 Ideas will receive prizes. The winners can choose one of the following:

  • a prestigious training course;
  • experiential mentoring paths organized together with our internal network of mentors will also be available;
  • innovation experience in Enel Innovation Hubs and Labs.

 

INTELLECTUAL PROPERTY RIGHTS

By submitting the Proposals, the Applicant grants to Enel S.p.A. an irrevocable, royalty-free, worldwide right and license to use, review, assess, test, and otherwise analyze Proposals and all their contents in connection with the Challenge.

 

The deadline for proposals is February 15, 2022 and the evaluation will start after this date.

Late submissions will not be considered.

The specific regulations are attached at the bottom of this page.

Regulation

Enhancing Enel’s Customer Happiness and Value - Terms and Conditions

PDF (0.27MB) Download

What happens next?

After the Challenge deadline, the Seeker will complete the review process and make a decision with regards to the Winning Solution(s). All Solvers that submit a proposal will be notified on the status of their submissions; however, no detailed evaluation of individual submissions will be provided.

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.

Attachments

Enhancing Enel’s Customer Happiness and Value - Terms and Conditions

PDF (0.27MB) Download

Contact us

{{content.helpText}}
{{content.helpText}}
{{content.errorMessage}}
{{content.helpText}}
{{content.helpText}}
{{content.errorMessage}}
{{content.helpText}}
{{content.helpText}}
{{content.errorMessage}}
{{ (returnValue && returnValue.label) ? returnValue.label : returnValue }}
Select Contact reason
{{value.length}}/{{content.max}}
{{content.errorMessage}}
{{content.helpText}}
{{formError.errorMessage}}

Other challenges may interest you