Gas and Electricity Distribution

In the sale of gas and electricity, 2008 saw a full-scale implementation of the project aimed at relaunching the franchising network, which aims to achieve over 1.2 million customers by 2011 by re-branding stores and opening new points of sale known as Eni Energy Stores.
 At the end of 2009 the network included 217 outlets, a number that will rise to 300 in the coming years and cover the entire country.

A wide range of services is available to households through the network of over the Eni Energy Stores, including installation and maintenance of heating, cooking and air conditioning systems, expert support for signing up to the new commercial offers for gas and electricity, as well as personalised advice on saving energy at home through efficient use. 

In fact, the company offers its customers technical assistance to promote a rational use of natural gas, identifying eventual corrective procedures or new technological solutions.
An energy check up has also been developed, also available through the Eni Energy Stores, which consists in a questionnaire that allows families to understand the level of energy efficiency of their home  so that they can take steps to improve, with action of varying levels of complexity and cost. In this way customers can save on their fuel bills and reduce their impact on the environment.

As part of continuous improvements in the supply of gas and electricity, in 2009 a Retail Development Programme was launched to review processes and systems in a “best in class‘ context. For example, the invoicing system has been rationalised, making it possible for users to pay in instalments and introducing a system of dynamic messaging on fuel bills, in an effort to improve communication between the supplier and the customer.
2009 also saw a tripling of the Customer Services response capacity, with a consequent increase of problem resolution and the reduction of backlogs.
New services have also made it possible to improve the efficiency of processes, and particular satisfaction has been shown for the SMS Operator Recall service, which has reduced customer waiting time.

Particular attention was also given to the management of Customer Services and the training of Call Centre operators, which has resulted in an increase in the number of resolutions of problems at the first call.
Furthermore, Eni offers consultancy services aimed at promoting energy efficiency among industrial clients.Educational activities have also been carried out with industrial customers, providing courses to update them on aspects of safety and regulatory compliance.