This is the energy company that has won the award for best customer service

Naturgy has been recognized as "Customer Service of the Year" by the consumer consultancy Sotto Tempo. The award recognizes the company's commitment to quality and continuous improvement in customer service, coming at a key moment: the implementation of the new digital platform that has transformed how the company interacts with customers, simplifying processes and significantly improving service.

The award highlights Naturgy's customer-centric approach, responsiveness, and professionalism, solidifying its position as a benchmark in the sector. The evaluation process combined 220 different types of tests. mystery shopper and 2000 satisfaction surveys of real customers, taking into account factors such as response times, quality of care and treatment received.

According to Sotto Tempo, this award "is much more than a prize: it represents recognition of the constant effort and commitment of all the people who work daily to offer quality customer service."

A customer-centric model

1. Naturgy's customer service model prioritizes user satisfaction through digitalization, process automation, promoting self-service, and standardizing service across all channels. Furthermore, the importance of assisted channels—such as physical stores and telephone service—is maintained, as they are highly valued by specific customer segments. The new digital platform has brought about a complete transformation of commercial operations, structured around five key pillars. Absolute focus on the customer
2. Extreme simplicity
3. Automation
4. Maximum demand
5. Continued use of technology to improve.

With this tool, customers can manage their accounts quickly and easily, consult their consumption and invoice history, and track open processes in real time. For the industrial sector, Naturgy has developed a virtual office that allows users to view contracts, download reports, and compare annual data. The new platform, Naturgy Customers, also simplifies internal processes, providing flexibility and speed in responding to user needs. Furthermore, new functionalities will be progressively incorporated: artificial intelligence applied to all customer processes, better equipped to manage contracts and invoices, and self-service tools to monitor and optimize daily energy consumption.

A marketing company for a new stage

Naturgy has successfully completed the migration of all its residential customers in the liberalized market to its new platform in just six months, in a phased approach. The process began in July 2024 and concluded last February, reaching peaks of 100,000 number portings per day.

This change has not entailed any modification to customers' contractual conditions, who retain their usual rates, products, and customer service channels (website, telephone, stores, and social media). If they were already registered, they can access the new platform with the same credentials, both from the website and the Naturgy Clients app. The new energy supplier also aims to be a leader in the energy transition: it has an A energy rating and supplies 100% of its electricity from renewable sources. Key technology alliances

To achieve this transformation, Naturgy has signed agreements with several leading technology companies. One of the most significant steps has been the integration of cloud-based digital solutions from Amazon Web Services (AWS), which include technologies from cloud computing, machine learning (machine learning) and generative artificial intelligence to optimize processes and offer customized solutions.

Naturgy has also deployed the Salesforce platform as its CRM, with support from Deloitte, and has entrusted IBM Consulting and SAP with the deployment of a new billing and collections system based on SAP S/4HANA for Energy & Utilities. The platform architecture is digitally native, and Kyndryl has been responsible for infrastructure operation. Naturgy highlights "the excellent collaboration between all the teams and partners involved as key to the project's success."