(103-1) At Celsia, the client is the center of our strategy. Our Business Model and portfolio are focused on advising them and offering them integral and energy-efficient solutions, so that Companies are more productive, Cities and urban development more sustainable, and Homes have a better quality of life and well-being.
This vision of the client allows us to understand their needs and align them with market trends, in order to provide them with and put at their disposal products and services that are at the forefront. We are committed to this promise: to provide them with an agile, easy, effective and memorable experience during your relationship with our Company.
(103-2)
We focus on energy efficiency, through the optimization of electrical solutions, self-generation of renewable energy, backup energy and asset management.
- Energy.
- Efficient lighting.
- Thermal district.
- Backup energy.
- Solar roofs.
- Electric mobility.
We offer solutions to optimize energy consumption, facilitating access to a portfolio that includes the Internet, efficient appliances, electric vehicles, lighting and other electrical items for the home.
- Energy.
- Home portfolios.
- Solar roofs.
We provide energy solutions that sustainably benefit towns, shopping centers and free-trade zones, through the investment, operation and maintenance of self-generation solutions and efficient lighting and cooling systems.
- Energy.
- Smart networks.
- Thermal district.
- Backup energy.
- Efficient lighting.
- Electric Movility.
With Clients, we begin by understanding and detecting both client needs, as well as market trends and opportunities. We seek the best consulting in energy-efficiency and a memorable client experience to fulfill our promise of value during the stages of the relationship with the different segments:
- Market and client studies and research.
- Product definition and project management.
- Advice on energy efficiency.
- Design of the solution focused on client needs.
- Service installation/project development.
- After sales and relationship.
- Billing, charging and collection.
- Operation and maintenance.
- Measurement of the experience through the External Customer Experience Index (IECe, in Spanish).
- Action plans based on feedback from the IECe.
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MWp of solar energy in Colombia and 35 MWp in Central America in solutions for Companies, Urban Development and Homes.
thermal districts on the Caribbean Coast of Colombia will serve more than 1,000 clients in 2020.
energy-efficiency projects developed in sectors such as commerce, industry, health, transport, construction, education, among others.
clients in Valle del Cauca benefitted with our Commercialization Line of Products for Homes through the energy bill.
More than
new clients in conventional-energy coverage.
less in claims, compared to 2018.
new virtual-service points in different towns in Valle del Cauca to facilitate access to attention for more than 17,000 clients.
of the conversations with our clients through Online Chats were attended by LuzI.A., our Artificial Intelligence assistant.
Novelties for Clients Developed in 2019
Artificial Intelligence
A very friendly and close chatbot to solve the concerns of our clients. It is found on the Home Page of our Website and currently has an average of 13,700 interactions per month.
To make life easier for people, we completed the installation of 21 digital points in Internet cafes in different areas of Valle del Cauca, where we do not have permanent service centers. In them, we served, in 2019, about 17,000 clients, saving them time and transportation costs.
(C-EC1) (103-3)
At Celsia we work every day to improve our satisfaction indicators; these were the results obtained in recent years.
Based on client experience and their potential recommendation, we have made significant progress demonstrating the work we do with more investment and a client-oriented culture.
Satisfaction of Perceived Quality (ISCAL) Indicator
Notes to the Table:
- The goal defined for the Client Satisfaction (ISCAL) Indicator for 2019 was 80%; the result obtained is affected with respect to the 2017 – 2018 indicator because in Colombia the perception of the electricity sector was negatively impacted by two situations: 1- The continuous failures with the entry into production of the Hidroituango, Antioquia, electric megaproject; 2- The serious situation of the Electricaribe company, which had to be intervened by the Government, due to poor performance and management. These two situations had high media exposure that affected the image of the electricity sector in general.
External Customer Experience Index (IECe, in Spanish)
Beginning in 2018 for the Colombian territory, at Celsia we developed a methodology to measure the experience of our clients in all their products, which gives greater scope to measuring satisfaction with this new methodology. The name of this new indicator is the External Client Experience Index (IECe).
Other Indicators that We Calculate
59.4% of our clients would recommend Celsia to their family and friends.
Information Privacy
At Celsia we guarantee our clients that their personal data is handled exclusively for the provision of the service or delivery of the product for which they were provided. We understand that both the personal information and that associated with the energy service, the payments they make and the products they acquire with us are for the exclusive use of the client and it is our responsibility to safeguard and manage them properly.
We have a Personal Data Protection Policy that includes the management of this issue with the information provided by both current and potential customers. Under this policy we provide the client with any modification or deletion of their personal data from our commercial database.
(418-1) In 2019, we did not receive complaints, requests or claims associated with the protection of personal data by third parties or by regulatory bodies.
New Challenges
- Short Term0 to 2 years
- Medium Term3 to 5 years
- Long Term6 years or more
Grow the retail business: quadruple the placement of energy-efficient products.
Triple the income from new businesses, associated with energy-efficiency solutions in Cities, Companies and Homes.
Reach 1,000 homes with a solar solution through Hogar+, in the Social-Interest Housing (VIS, in Spanish) and Priority-Interest Housing (VIP, in Spanish) segments.
Rapidly adopt regulatory changes in the Energy-Commercialization Business.
Launch products, such as solar retail, energy-efficiency solutions and electric mobility in Central America.
Ensure the knowledge and understanding of the Personal Data Protection Policy in the entire Client Experience team.
Comply with the requests, complaints or claims that clients present about deletion or update, applying what is requested and leaving the registry immediately is requested.
Develop at least two microgrids in operation in Colombia.
Have seven thermal districts operating in Colombia.
Be a relevant player in the market for electric-mobility solutions.
Develop the energy-efficiency portfolio in a new geography.
Be the favorite choice of industrialists and real-estate developers 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.
LuzIA
It is an artificial-intelligence tool programmed to serve our customers with 24/7 availability and is created to provide solutions for transactions or concerns.
Satisfaction Index with Perceived Quality (ISCAL, in Spanish)
A measurement of satisfaction carried out every two years, promoted by the Commission for Regional Energy Integration.
External Customer Experience Index (IECe, in Spanish)
An internally developed customer experience measurement methodology, made up of four (4) components: experiences, loyalty disposition, positioning and value proposition. It is aimed at all channels or customer contact points with the Company and all products and services provided to customers in the three segments (Cities, Companies and Homes).