INGO and customer service in energy: the case study of AGN ENERGIA
20 January 2025
SUMMARY
In the increasingly dynamic and challenging environment of the energy sector, operational efficiency and customer service quality are of paramount importance.
This case study explores the project carried out by INGO to optimize the customer service processes of a major Italian energy operator. Through the automation of some flows and the introduction of artificial intelligence solutions, the company was able to significantly improve the management of contact volumes, reducing waiting times for customers.
Who is the client company
AGN ENERGY is a modern energy company offering a wide range of services under the banner of innovation and efficiency: LPG – also focusing on research in Bio LPG – LNG, natural gas, 100% green electricity, non-polluting technical gases, renewable energy such as photovoltaics, and e-mobility charging systems.
AGN ENERGIA today represents a point of reference for all energy needs with the objective of guiding its more than 300,00 customers along the path of energy transition and guaranteeing positive effects on the environment through advantageous solutions and access to the most sustainable energy resources, thanks in part to the strong national presence that characterizes the action and the orientation towards an economic development that enhances the local territory and the communities to which they belong.
In the competitive and regulated electricity, natural gas, and energy efficiency sales industry, customer service quality is a crucial factor in maintaining loyalty, ensuring satisfaction, and meeting regulatory obligations. Investing in a structured partner that integrates technological expertise, industry-specific experience and a strong focus on quality is a key lever to strengthen the company’s competitive position and improve the overall customer experience.
Marco Poggetti – Power&Gas Operations and Efficiency Director.
What were the client’s needs?
- Why did the company contact INGO?
The customer faced significant challenges in handling the increasing volume of telephone traffic, especially during critical periods, as had happened following the post-Covid period and the resulting increase in energy costs. In addition, it was facing sudden spikes in calls related to recurring moments such as sending bills to users, notices of contract changes, and industry information. - What were their needs?
In the face of these complexities, the company’s main needs included:
Reduced waiting time: the customer needed to maintain the SLAs stipulated by ARERA in the taking of calls by dedicated agents.
Percentages of calls handled: ARERA also defines specific parameters for the amount of calls lost to energy companies, and the customer needed to optimize its procedures to meet these standards.
Optimization of operational procedures: It was essential for the company to simplify and optimize internal procedures to ensure greater fluidity and consistency in daily activities, reducing possible inefficiencies and improving overall business performance.
Improving the customer journey: To maintain high service standards and meet the needs of end users, the client aimed to improve the entire customer journey, from the initial phone contact to the resolution of inquiries, by providing a more personalized and efficient experience. - What services did he need and what were the goals set?
The customer wanted a voice channel more performant and was interested in automating part of the procedures, using tools such as chatbots and voice recognition to improve customer service management in toto.
What has INGO accomplished for the client?
To meet the challenges posed by the growing volume of telephone traffic and customer needs, INGO has implemented, starting in 2021, a series of innovative solutions aimed at improving the overall customer experience and optimizing internal operations.
- Self-reading activation and management through automation with voicebot: INGO has introduced a self-reading system, managed through an efficient voicebot. This solution enabled faster and more efficient management of self-readings, streamlining the process and improving the customer experience.
- Implementation in 2022 of voice recognition for customer identification: With voice recognition, customer service agents are now able to automatically access all relevant customer data, greatly improving the speed and accuracy in the assistance provided.
- Introduction of a similarity system for matching in the database: INGO has simplified customer search by implementing a similarity system to more efficiently find the necessary information in the database, improving the accuracy and speed of customer interactions.
- Implementation of an informational chatbot on WhatsApp: To provide a more comprehensive and immediate service, INGO introduced in 2023 a chatbot on WhatsApp that provides information on tariffs, technical procedures, self readings, and other useful information not strictly related to individual users. This tool has made information more accessible and streamlined communication with customers.
- Highly innovative Quality Call service: the evolution introduced uses WhatsApp among the tools to ensure an unparalleled customer service experience. The use of WhatsApp enables direct and immediate contact with customers, making communication more fluid and informal, while maintaining high standards of professionalism and complying with regulations.
- Detailed service reporting: It was also chosen to introduce advanced reporting of all customer interaction and satisfaction processes, giving an overview of the customer experience.
The results achieved
By implementing these innovative solutions, INGO has achieved significant results that have improved both operational efficiency and customer experience.
- Voice Recognition: The implementation of alphanumeric-coded customer voice recognition has led to a significant improvement in the accuracy and speed of customer identification, with a success rate of up to 65 percent.
- Reduced waiting times: thanks to INGO’s support, the company was able to meet the SLAs dictated by ARERA in the waiting times for taking calls.
- Increased self-service activity: By enabling customers to handle a range of operations themselves, dependence on direct service was reduced, improving overall service efficiency.
- Optimization of operational procedures: By reducing possible inefficiencies and improving overall business performance , the client has relieved itself of repetitive tasks, allowing its Level II agents to focus on more specific, high-complexity requests.
- Innovation: The state-of-the-art technology-driven approach not only facilitates access to support, but also ensures that each customer receives personalized and timely service with a high level of satisfaction.
- Insight: Through the implemented reporting, the client has insight into users’ needs and requests. This has allowed us to improve the information on the site and understand how to optimize processes to achieve an excellent customer experience.
Conclusioni
Through a combination of technological innovation and attention to customer needs, INGO has successfully demonstrated how optimizing customer services in the energy sector can lead to tangible and significant results. The company has tackled challenges related to telephone traffic management and end-customer experience head-on, implementing cutting-edge solutions that have improved its operations.
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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.
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