Naturgy has successfully developed a new marketer based on a digital platform that transforms and simplifies its relationship with the client. In this way, it offers a much more agile, fast and close service that improves the experience in the management of its energy supplies.
This evolution of the company is part of its objective of becoming a European leader in customer service and efficiency in operations, as detailed in the new strategic plan 2025-2027 recently presented to the market.
The energy group has already completed the change to the new Naturgy platform customers of all its domestic consumers of the liberalized market. The change process, carried out gradually and orderly, began in July 2024 and culminated last February in the case of residential customers, reaching rhythms in some moments of the process of 100,000 daily portability.
The change is a total transformation in Naturgy’s commercial operation based on five large pillars: focus on the client; extreme simplicity; process automation; maximum levels of demand; and use of technology in a process of continuous improvement.
Through the new digital platform, which will progressively incorporate the latest advances in artificial intelligence, customers will have the possibility of making or requesting rapid and simple efforts, as well as the historical consultation of detailed consumption information, invoices and efforts made. In addition, the client can monitor in real time of open steps with the marketer.
Industrial clients
For the industrial client segment, Naturgy has developed a new virtual office through which all the relevant information of energy contracts can be visualized; See and download invoices, reports or consumption curves; make interannual comparisons; and follow the course of all the efforts made.
Improvement in customer satisfaction
The new platform also involves a simplification of all processes in Naturgy’s commercial operation. This provides the company with greater flexibility to respond and solve the needs of its clients in a much more agile way.
Some indicators already illustrate that improvement in customer assessment in their relationship with the company. Both in terms of satisfaction and resolution, the first results show a substantial improvement after the entry into operation of a new digital platform, since it allows any management to be easier and faster, regardless of the channel in which it is processed.
In addition, it is planned to progressively incorporate other incremental improvements in areas such as artificial intelligence applied to all client contacts and processes, new digital capacities for contract and invoices management, as well as self -service functionalities that allow customers to monitor, control and optimize their energy services daily. The ultimate goal is to facilitate any management to customers and also to the agents operating in the different channels of attention to them.
The new marketer is also born with the vocation of promoting the energy transition through its A label A, which involves supplying 100% of its electricity through renewable sources.