Enea is changing for Customers

A modern website, on-line customer service centre and e-invoice - these are just a few of the new proposals Enea prepared for its Customers. During the next months the company is planning numerous changes which will completely alter the way its services are used. First changes will be introduced in Szczecin and the vicinity. Until the end of the year they will include the whole area of Enea Operator's operations.

Enhancing the quality and making the Customer service more modern is a priority for Enea. The company has been working on the introduction of modern tools for ten odd recent months. Soon, it will be possible to deal with most issues by phone or on-line. The company has also prepared a rich competitive product range, and multimillion investments in the infrastructure performed on a wide scale enhance the energy security of citizens and positively affect the development of Zachodniopomorskie Province.

Enea develops and makes the Customer service more modern

The first step towards the modern Customer service is a new website launched at the end of March. It allows to find required information and also get familiar with the company's range of products and services simply and intuitively. After the implementation of the new Information Customer service system, Enea will launch an electronic Customer service centre. Customers will be able to check their account balance, buy codes for prepaid meters, order an e-invoice or deal with most of issues on-line, not moving from their homes.

Customer Service Centres will also change. Already from July, they will be open in other hours, more adjusted to the Customer needs: from 9.00 to 17.00. In bigger centres their image will be completely changed into modern, functional and comfortable places However, a visit to them, will not be necessary in many cases, since most of the issues may be dealt with remotely.

- We are becoming a modern service company, caring for the world of our Customer. Today, they do not have to come to the bank's seat to manage their money. It is enough they have a computer, tablet or smart phone. It will be the same in our company. Hundreds of thousands of individual and virtual "customer service centres". Enea's Customers will be able to deal with their matters at any time, comfortably, sitting at home and drinking coffee - explains Michał Gramatyka, president of Enea Centrum dealing with customer service.

Introduction of a new IT system due to technological issues, may result in short, transient limitation in the access to data. Bank accounts numbers of individual Customers will also change. Pekao SA will deal with their servicing which will accept payments for electricity in its branches free of charge. Each Customer, along with the first invoice generated by the new system will receive information on the new account number. On any doubts, the document may be verified under 611 111 111 hot line.

Enea cares for Customers' world

Enea prepared modern product ranges as well, under a common name of ENERGY +. It is a proposal of selling energy with a guaranteed price and additional benefits for individual Customers. Thus, "ENERGY + Savings", apart from a fixed price of energy, guarantees an advantageous bank account with a possibility of being reimbursed with some account fees. "ENERGY + Peace of Mind" is an additional benefit related to insurance, and "ENERGY + Health" is an advantageous medical package. And, „ENERGIA + Power of prizes” is a lottery participated by all those who will change their present tariff to ENEA's product range between 16 March and 12 June. What can be won is e.g. a year of free energy.

Enea invests for Customers

For several years, the Group has been consistently investing in the modernisation and extension of the energy distribution network. Due to investments of Enea Operator, a company dealing with the infrastructure, security is improved along with uninterrupted supplies and quality of electricity deliveries in the region. Investments are also new possibilities of connecting renewable energy sources, and also new investors and citizens.

- Until 2019 we are planning to invest over PLN 1.2 billion in Zachodniopomorskie Province – emphasises Marek Szymankiewicz, vice-president of Enea Operator for grid infrastructure – This year, as part of the investment in 110kV HV grid, we wish to construct e.g. a new double circuit line in the relation of Dolna Odra-Chlebowo, of the length of 17 km. Due to the investment, the umber of outlets from Dolna Odra Power Plant will be multiplied in the direction of Szczecin and the vicinity. Additionally, we will reconstruct 110kV single circuit overhead line, in Załom-Goleniów relation, length over 20 km. The company is also realising a number of investments necessary for the collection of energy from renewable sources, which are especially abundant in the region of Zachodniopomorskie region, due to good windiness - adds Szymankiewicz.

Enea Operator also introduces many projects related to medium and low voltage aiming at the improvement of the security of energy supplies and increasing the reliability. It is e.g.: development of a long-term concept of MV grid growth, comprehensive automation and monitoring of MV grid, which allows for a remote and precise separation of failure places, and as a consequence, limitation of the number of Customers deprived of energy supplies to a required minimum. It is also modernisation and construction of new MV grids in the technology of lines with partially insulated cables or - in justified cases - in cable line technology. Due to consistently realised investment activities, during 4 years, Enea has already shortened the duration of unplanned interruptions in Zachodniopomorskie Province by as much as over 30%, i.e. 338 minutes in 2011 to 226 minutes in 2014.