Client Experience
The Client at the Center
We guarantee the client experience, knowing their needs very well, ensuring optimal communication and monitoring their satisfaction in different aspects.
GRI (103-1) At Celsia, we have found new ways to be strategic allies and advise our clients with an innovative portfolio focused on energy efficiency so that homes, business or urban projects can connect and enjoy all the advantages of the new era of energy, with the purpose of improving their quality of life, caring for the environment and being more productive, efficient and sustainable.
Understanding that the opportunities provided by technological advances, clean energy and the role that clients and consumers have in this new era of energy is what fuels our growing commitment to them: understanding them, adapting our portfolio to suit their needs, designing our channels and interaction is a way that reflects our Celsia Culture, making us increasingly aligned with their expectations.
Client management at Celsia is not an exclusively commercial issue; it is a commitment from all areas of the Organization, which permanently explores new business models that benefit them and facilitate communication: they have different options in the channels of their choice.
Our Management
Our Client Management
GRI (103-2) At Celsia, Client Management is based on policies, programs and tools that allow us to properly identify and manage their needs, taking into account market trends and opportunities. From this, we have developed a portfolio focused on advising and offering energy solutions to the Home, Business and City segments, focused on energy-consumption efficiency and optimization of all our clients.
We seek to provide the best advice on energy efficiency and experience to our clients in the following segments:
- Market and client studies and Research
- Product definition and project management
- Advice in energy efficiency
- Service installation / project development
- Post-sale and relationship
- Billing, payment and collection
- Operation and maintenance
- External Measurement of the Client Experience (IECe, in Spanish)
Client Satisfaction
GRI (103-3) In 2021, we said goodbye to the Satisfaction Index with Perceived Quality (ISCAL, in Spanish) from our indicators to continue measuring the satisfaction of our clients with the External Measurement of the Client Experience (IECe, in Spanish) and ISP, which allows us to know the joys and pains of our clients with our channels, products and services.
Customer Experience
Information Privacy
At Celsia, we manage the protection of information private of both current and potential clients through our Personal Data-Protection Policy. This Policy is clear and defined regarding the information provided by all our clients. Additionally, we socialize and train our teams in understanding this, its risks and the responsibility in handling their sensitive information. Therefore, it is essential for us to respond promptly to any modification or deletion of personal data from our database, complying with the principle of freedom or informed consent of our clients.
We guarantee that the personal information of each of our clients is adequately protected; therefore, it is handled exclusively in the context of Client Service and in providing, offering and delivering products and services. That which is associated with the provision of the energy service, the payments made by clients and the products and services they acquire are for their exclusive use and it is our responsibility to safeguard and manage it properly.
GRI (418-1) In 2021, we did not receive complaints, requests or claims associated with the protection of personal data by third parties or by regulatory bodies.
Main results
GRI (103-3, 102-43, 102-44)
We ventured into the development of our second recharging yard for mass-passenger transport, with the commissioning of more than 195 electric buses in Bogotá.
More than 500 orders for electric-vehicle chargers.
We renewed contracts for 151 GWh/year with current Business clients; additionally, we contracted 50 GWh/year from new clients and conducted more than 200 energy studies.
We expanded and remodeled 12 Celsia stores, through which we offer efficient products for the home, as well as client-service and collection solutions. Today, we have 42 stores throughout the country.
We attended 68% of the client-service activities through the digital services in the APP and the Client Area in Celsia.com.
We implemented LuzI.A.Voice as Celsia’s virtual assistant on our Website to improve the levels of response and attention to client calls.
We reached 45 virtual-services points in Valle and Tolima, with an impact on more than 140,000 clients.
We incorporated 41 clients to the Energy Plus Program, with products such as Renewable Energy Certificates (RECs), analytics and energy efficiency.
We obtained the acceptance of solar-generation solutions for homes for 1,720 kWp and installed 893 kWp in 95 homes.
We sold COP 162 million in Renewable Energy Certificated (RECs) to 25 clients.
We signed 34 new distributed-generation solar projects for businesses and 12 backup projects with a total capacity of 83 MWp and 7.9 MW, respectively.
We impacted 18,107 clients, which is equivalent to a growth of 42%, through the commercialization of more than 289,000 lighting products and more than 14,000 appliance and technology products.
140,000 customers impacted, through 44 virtual customer service points in Valle and Tolima.
New Challenges
GRI (103-2)
These are our short-, medium-, and long-term challenges:
(0 to 2 years)
- Be the principal supplier of chargers for slow-charging electric vehicles and the benchmark in recharging infrastructure for buses and trucks in Colombia.
- Have electric vehicle-monitoring platforms fully developed and in the marketing phase.
- Increase the execution of energy- and electrical-efficiency projects in our clients. Consolidate ourselves with our clients as the most-reliable and profitable option in the development of their energy projects.
- Implement the virtual non-regulated user model with regulated corporate clients, as a strategy to grow in other markets and defend our own market.
- Strengthen client service through our social networks, differentiating ourselves by our comprehensiveness, ease and first-contact solution.
- Reinforce knowledge and understanding of the Personal Data-Protection Policy.
- Consolidate the post-sale service for Business-to-Business (B2B) clients, providing a differential experience due to its proactivity and support.
- Double the placement of energy-efficient products.
- Provide 50,000 new clients with the benefits of the Home Portfolio.
- Incorporate new innovative products in our portfolio that are efficient in terms of energy and contribute to environmental sustainability.
(3 to 5 years)
- Be the preferred option for the industrial sector and real-estate developers in energy and efficiency solutions.
- Lead the country in electric—mobility solutions in the sales and service modality.
- Develop a mobility platform that allows the search for investors for its scaling.
- Lead the market and respond in a timely manner to energy demand with strategies that allow clients to generate value through economic incentives.
- Be a benchmark for client experience in Colombia and Central America, both in the energy sector and in other service sectors.
- Develop and commission at least two microgrids in Colombia.
- Have seven thermal districts operating in Colombia.
- Develop business models that provide benefits to our clients at home, such as product and technology changes with easy acquisition and financing.
(6 or more years)
- Be leaders in project development, support and experience in expanding the adoption of electric mobility in Colombia, through recharging infrastructure solutions.
- Lead the Colombian market in energy and efficiency solutions.
Glossary
Energy Efficiency: An activity that aims to improve the use of energy sources, aimed at the fight against climate change, improving energy security and competitiveness.
External Client Experience Index (IECe, in Spanish): An internally developed client-experience measurement methodology, made up of four (4) components: experiences, loyalty disposition, positioning and value proposition. It is aimed at all channels or client-contact points with the Company and all the products and services we provide in the different segments. (Cities, Businesses and Homes).
LuzI.A.: An artificial-intelligence tool programmed to attend our clients with 24/7 availability; it was created to provide solutions for transactions or concerns.
Satisfaction Index with Perceived Quality (ISCAL, in Spanish): The measurement of satisfaction.
