ERG Site | Customers

Customers

ERG is working towards a continuous evolution of its products and services in the
directions desired by its customers, paying particular attention to the community
and the management of resources from the sustainability point of view.

ERG considers the customer’s trust and loyalty an asset to be safeguarded and increased through accessible channels of dialogue and promptly available, complete and readily comprehensible information.
Listening continually to the customer’s needs is one of the essential conditions for improving the quality of the service and the type of products offered.
ERG provides its customers with a dedicated service, a direct contact and electricity market communication and information through qualified staff. The commercial offer is distinguished by its simplicity, variety and flexibility.

In line with this philosophy, it has established relationships with associations of locally
based companies in the various sectors of production for the supply of electricity, thus enabling a growing number of companies to be informed of and competitive in the supply of energy.

Call center quality

The Group’s call center, outsourced to a leading company in the sector, is equipped with all the very latest and advanced technology for guaranteeing a non-stop service for the customer and is in possession of the main certifications that guarantee the quality of the service offered.

In particular, it has obtained ISO 9001:2008 certification for the quality of the company’s customer satisfaction processes and ISO/IEC 27001:2005 certification
for the information security management system.

Main customer monitoring data	2010
Number of call center contacts (no.)	7.668
Mean call centre waiting time (sec.)	19
Number of calls answered within 30 sec.	> 75%

Complaint Management

ERG is committed to ensuring its customers a more efficient service than that laid down by the law.
The Integrated Text of the Electricity and Natural Gas Sales Service Quality Regulation (TIQV), in force since 1 July 2009, has integrated all the new features introduced by the Authority’s resolution no. 164/2008 and has revolutionized the management of complaints, by setting them alongside requests for information and correction of invoices and laying down rules for the management methods and times.

» Since 2006... promise of giving value to the customer

The consumer is at the heart of ERG’s commercial strategy, in accordance with principles of correctness and consistency. Since 2006, when it defined its promise of giving value to the customer, the company has progressed to an articulated plan of action.
Between 2007 and 2008 the restyling of all the outlets was completed. This directly involved the operators as change agents, also by means of an information campaign which saw them become true stars: “We at ERG put our heads on the line” became the slogan that characterized the initiative.

In 2008, the ERG più card was launched for the provision of integrated services to the customer: a simple and fast solution to access a wide range of savings, services and prizes.
Since mid-2008, the Operator’s Portal has also been operative. This is an internet site created especially in order to reinforce the collaboration between the company and the operators with a view to partnership, which is a constant sustainability objective of the ERG Retail Network.
In 2009, ERG Petroli launched a new, challenging and innovative project: becoming a virtual mobile telephony operator.

Due to an agreement entered into with Vodafone Italia, ERG Petroli is the first oil company to enter this market with a dedicated and personalized SIM and a new brand: ERG Mobile.
Therefore, customers will benefit from immediate advantages each time that they refuel and top up their SIM, with an extremely competitive offer. Moreover, they will have access to a range of services and promotions dedicated to motorists, thanks to integration with the ERG più card.

Fidelity Cards (ERG Mobile, ERG Più)