We enrich the lives of our customers through exceptional service and a company culture that values every interaction and opportunity to exceed their expectations.
GRI (3-3) At Celsia, we are committed to complementing our portfolio of conventional energy and related services with solutions for all customer segments, an offer focused on generating well-being, productivity and sustainability, as well as a series of options for efficient energy management, which allows them to consume responsibly, improve their quality of life and reduce their environmental impact.
This entire commercial strategy is aligned with experience. The objective is for our customers to feel Celsia’s support at every moment of the relationship and to benefit from the knowledge, the permanent innovation that we offer them and the broad ecosystem of in-person, telephone and virtual attention we have provided for them.
We transform opportunities presented to us by technological advances, clean energy, energy resources and the role that customers and consumers have in the market today. Furthermore, we materialize them in solutions tailored to their needs, channels and interactions, which reflect Celsia’s culture.
We want to turn our customers into fans. To do so, each team at Celsia is focused on creating positive experiences and delivering memorable moments.
Our Management
Businesses
- Conventional energy.
- Solar energy
- Cogeneration.
- Backup power.
- Efficient lighting.
- Electrical assets.
- Electric mobility
- Thermal districts (cold or hot).
Homes
- Conventional energy.
- Solar energy
- Electric mobility
- Energy efficiency portfolio
- Internet with optical fiber.
- Selling household appliances, electric mobility solutions and technology.
Impacts of our Management
GRI (3-3) Managing the customer experience at Celsia satisfies their needs in terms of continuity and service quality, savings and productivity. The service channels, commercial processes and portfolio developed for all segments generate well-being in homes, the growth of commerce and industry through advice and customized energy solutions, and the regions’ development through pedagogical programs and engagement with entities, leaders and the community in general.
Based on our culture, we want to turn our customers into fans of Celsia, our vision is focused on delivering an easy, effective and pleasant experience during their relationship with our company. This means guaranteeing access to clean energy; providing them with uninterrupted, quality services that are integrated into the national electrical system with full availability and expanding our offer to potential customers.
GRI (3-3) (2-23) (2-24) (2-25) We have policies, programs and tools that allow us to adequately identify and manage our customers’ needs, trends, regulations and market opportunities to manage customer experience.
In this way, we have developed a portfolio for the Home and Business segments that aims to generate efficient energy solutions that optimize consumption.. In addition, we offer advice to our customers on topics, such as:
- Market and customer studies and research.
- Product definition and project management.
- Consulting on energy efficiency.
- Service installation/project development.
- After-sales and engagement.
- Billing, charging and collection.
- Operation and maintenance
- Measuring the Celsia Customer Experience Index (IECC, for the Spanish original)
We seek to be partners in the development of our customers. For this reason, we strengthen their capabilities and abilities to generate new job opportunities, implement new tools in their businesses and expand knowledge to their employees and families through our free platform “Escuela Naranja” (Orange School).
Customer Satisfaction
- Experience:
- With the channel: Effectiveness, Ease, Likeability.
- With using the products/services: product/service supply, after-sales, invoice, cost/benefit.
- Planned positioning:
innovative, empathetic, disruptive.
- Loyalty:
- Value proposal:
- Residential customers: well-being.
- Business customers: productivity and sustainability.
Main Results
We deliver about 380 thousand kW of energy at our public charging stations (CS).
We built a new fast charging station for Culturex, two for Nutresa and three chargers for Bavaria.
We sold 1,800 units of the new vehicle charger model.
We grew by 50,851 new regulated customers in Valle and Tolima.
We made the first sale of REC Solar, amounting to 15 GWh, which certifies Colgate’s energy consumption.
We delivered our retail portfolio to over 23,500 homes, with 7.4% market penetration.
We put the first compressed air energy efficiency project in the industrial sector into operation.
We signed documents for the first solar farm with a cement company for 20MW. We ended the year with 9 new solar farms, for a total of 17 in operation, which add up to a capacity of 300 MW.
We delivered the lighting of the concessions Neiva – Girardot Highway and Autopistas del Café with conventional and solar technology
We positioned the brand in union events for our B2B audience, opening commercial opportunities for business units (BU).
We created new spaces to bring energy efficiency closer to potential customers through the El Cuarto Naranja podcast.
We provided 70% of customer service virtually and through self-management.
We evolved LuzIA.’s artificial intelligence via WhatsApp,reaching 113,500 reports through this channel.
We held 12 talks for entrepreneurs registered at Directo Naranja, contributing to strengthening their businesses.
Lessons Learned
GRI (3-3) Based on the knowledge of our customers’ needs to make virtual transactions easier and more effective, we continue evolving virtual self-service channels, integrated with commercial systems from the customer area at celsia.com and through the automated services of LuzIA. n voice, mail, chat and now WhatsApp. This allows us to redistribute requests according to customer preference and the concentration of the Celsia team’s attention to requests that require customizing solutions.
Target to 2023
External Customer Experience Index (IECe)- Valle del Cauca: 77
Target to 2023
External Customer Experience Index (eCEI) – Tolima: 73.3
Topic / Indicator | Own indicators | CSA S&P Indicator | SASB indicator | GRI indicator | TCFD | External assurance |
|---|---|---|---|---|---|---|
Customer experience | C-GC1 | 3.5.1 | – | 2-29 | – |
Energy efficiency: An activity that aims to improve the use of energy sources, aiming to fight climate change, improve energy security and competitiveness.
LuzIA.: An artificial intelligence tool programmed to serve our customers 24/7, created to provide solutions for transactions or concerns.
External Customer Experience Index (IECe, for the Spanish original): A customer experience measurement methodology developed internally made up of four (4) components: experience, loyalty disposition, positioning and value proposition. Using this instrument, we evaluate all the channels or points of contact between the customer and the company, and the products and services provided to customers in the three segments (Cities, Businesses and Homes).
CS: charging stations.
BU: business units.
