In April 2014, the ACEA2PUNTOZERO scheme was launched following internal strategic insights that led to a re-thinking of the corporate vision focused on (i) customer empowerment and satisfaction considering, among other things, the emerging expectations and highly characterised needs, and (ii) the opportunities for adapting working procedures to technological innovation and automation.
This project, which aims to help the Acea Group reach best in class positions over the next three-year term, entails modernising and harmonising working procedures and information systems in furtherance of mission-critical corporate operations.
The main focus areas include:
- Customer Relationship Management(CRM) – To rely on a customer centric business model that makes the customer part of the business, leading the different companies to provide customised services (customer experience);
- Meter to Cash - To use group-wide integrated information systems in order to optimise the processes involved in the flow, ranging from consumption data measurement to billing and credit, the goal being to curb criticalities and reduce customer response time;
- WFM (Workforce Management) - To manage people and operational actions systematically through automation, standardisation and optimisation tools with a view to improving customer service.
The leverage afforded by technology will be heavily relied upon to link the different focus areas described above, allowing (i) the inefficiencies caused by different system interfaces to be removed, (ii) ensuring that significant information is readily available for a smoother decision-making process, and (iii) creating a dependable and consistent information base that will in turn ensure increased information quality and integrity for the business.
ACEA2PUNTOZERO is therefore a general company modernisation scheme focused on (i) a customer centric strategy, (ii) the adoption of state-of-the-art technological and IT solutions, and (iii) a review of the corporate vision and modus operandi of the people who are called upon to share and support the programme through their participation: these factors will be crucial to the success of the entire project.