Accenture announced today it has secured a three-year contract with Italy-based Enel Energia, a supplier in the Italian energy market, to provide business process outsourcing services in support of Enel Energia’s customer care operations.
According to Accenture, the company will provide a range of back office services including customer acquisition, billing, payments and credit, and customer inquiry management. The work will cover Enel Energia’s consumer and small and medium-sized enterprise segments in the electricity and gas markets.
“Our experience in the utilities sector shows that process optimization and automation must be prioritized to improve the efficiency and quality of back office systems,” said Claudio Arcudi, a senior executive in Accenture’s utilities practice. “That is particularly important in customer care where staff need to be able to respond to customer needs rapidly.”
“In the free energy market, we aim to maintain our leadership as well as offering excellent customer care, supported by the best systems, infrastructures and partnerships,” said Luca Solfaroli Camillocci, executive vice president of Enel’s customer service business area for the market division. “Enel has selected Accenture for its expertise in the utilities sector and its commitment to building and supporting high quality customer information systems.”
The financial terms for the contract were not disclosed.