Naturgy launches a new AI-native digital platform to improve customer service.
The new technological platform improves service quality and simplifies supply management.
A new AI-native digital platform to improve customer service: this is the approach Naturgy has taken to embarking on a revolutionary transformation process in its Retail business. The company has successfully developed a new retailer based on a digital platform that transforms and simplifies its relationship with customers, offering a much more agile, faster, and more accessible service that improves the experience in managing energy supplies. This evolution of the company is part of its goal of becoming a European leader in customer service and operational efficiency, as detailed in the new 2025-2027 Strategic Plan recently presented to the market.
Naturgy has successfully completed the migration to the new Naturgy Clients platform for all its residential customers in the liberalized market, culminating a process that was carried out gradually. This transition, which began in July 2024, was finalized last February for the residential segment, with peaks of up to 100,000 portings per day at certain points during the process.
The change represents a complete transformation of Naturgy's commercial operations, based on five main pillars: total customer focus, extreme simplicity, process automation, the highest standards of excellence, and the 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 ability to perform or request quick and easy transactions, as well as view detailed historical information on consumption, invoices, and transactions performed. Customers will also be able to track open transactions with the retailer in real time.
For its industrial customers, Naturgy has developed a new virtual office that will allow users to view all relevant information on energy contracts; view and download invoices, reports, and consumption curves; make comparisons with previous years; and track the progress of all requests.
Improved customer satisfaction
Initial indicators already point to a significant improvement in customer evaluations of their relationship with Naturgy. Incremental improvements include the incorporation of artificial intelligence into customer contacts and processes, new digital features for managing contracts and invoices, and self-service tools that allow monitoring and optimizing daily energy consumption. The goal is to make everything easier for both customers and energy service professionals, and offers 100% renewable electricity through its A label.
No change in conditions
This evolution of the marketing company has not entailed any changes to the commercial or contractual terms with current customers. The new marketing company maintains its usual communication channels—telephone, website, social media, and local stores—so customers can choose their preferred service option. Furthermore, this new digital platform facilitates the standardization of customer service across all the company's channels and strengthens and complements the existing service offered in physical stores, on the website, online, and via the telephone channel.
"We want to be the best, using technology to enter a virtuous cycle of improved operations and excellence in our relationships with our customers," adds Carlos Vecino, General Director of Marketing at Naturgy.
As part of its digital transformation process, Naturgy has forged strategic alliances with leading companies in the technology sector. One of the most significant steps has been the integration of digital solutions in the Amazon Web Services (AWS) cloud, which has provided cutting-edge tools such as machine learning and generative artificial intelligence to optimize processes, make data-driven decisions, and offer a more personalized experience to its customers.
In addition, the company has deployed the Salesforce platform as a CRM system, supported by Deloitte, and has relied on IBM Consulting and SAP technology to launch a new billing and collections system based on SAP S/4HANA for Energy & Utilities.
With a digitally native architecture, Naturgy also relies on Kyndryl to manage the entire technical infrastructure. The success of this transformation, they explain, would not have been possible without the understanding and seamless collaboration between all the teams and technology partners involved.
Naturgy Clients, in 3 keys
What is Naturgy Clients?
This is the new energy supplier promoted by Naturgy, designed on a completely digital platform that simplifies and transforms the user experience. The goal is to make energy supply management more agile, accessible, and accessible, improving service and making customers' daily lives easier.
What's new compared to the previous system?
The new platform allows customers to access all the information about their products and transactions in real time. They can customize how they view data, better control their service points, and change their rates. They can also track the status of their transactions from any customer service channel. The bill has also been revamped: it is now clearer, more interactive, and more understandable, with a blog-friendly design, a glossary, and color coding.
Should customers request any changes?
Naturgy customers did not need to make any changes to the new supplier: the process was carried out automatically and transparently, maintaining exactly the same conditions, rates, and discounts. The migration began with domestic customers in the liberalized market, but work is already underway to gradually incorporate SMEs, customers with distributed generation, and large-scale consumption. The incorporation of customers in the regulated market is also planned for a later phase.
To access the services, it is not necessary to register again: registered users can continue to log in with the same credentials, both through the website and the Naturgy Clients app, available for Apple and Android devices. If they have not registered before, they only need to do so once to begin enjoying the new digital experience, with all the improvements integrated into the customer area.