CRM Water

The solution integrates the relationship management, operational execution of processes, and the reporting and analysis tools needed to monitor business activities in a single environment. 

Dedicated dashboards allow you to quickly consult personal data, contracts, requests, consumption, readings, documents, direct debits and interaction history, improving operator productivity. 

It includes configurable processes for contracts, complaints, technical checks, commercial requests, quotes, contract changes and arrears management, with complete traceability of progress. 

The solution centralizes information relating to supply points, network, street directory, supplies and spatial data, creating a single information base for the different business processes. 

It supports appointment scheduling, management of intervention orders and integration with external Work Force Management systems for the coordination of field activities. 

It allows you to configure performance indicators, service levels and compensation mechanisms, monitoring compliance with the deadlines set by the regulated processes.

CRM collects and aggregates data from Metering, Billing, Credit Management, and other business systems, creating a unified view that improves customer knowledge and supports more effective decisions. 

The solution enables a more advanced relationship with the user, allowing needs and anomalies to be anticipated thanks to the availability of information from Meter-to-Cash processes and consumption data. 

Solution designed to integrate Artificial Intelligence and Agentic AI tools to support operators, facilitating classification of requests, retrieval of knowledge and improvement of the customer experience. 

The information collected by the CRM feeds the Data Lakehouse of the Neta Open Suite, contributing to the construction of a truly data-driven platform and sharing the information assets with all the modules of the suite.

Interactive dashboards, drill-down capabilities and continuous performance monitoring allow you to transform operational data into useful information for service governance. 

The solution provides indicators that can be used for SDG monitoring and sustainability reporting, including indicators related to digitalisation, digital communications and the management of consumption anomalies.

The availability of complete and up-to-date information allows you to provide faster, more personalized and consistent answers, increasing the level of user satisfaction and the perceived quality of the service. 

Structured workflows, automation of activities and integration between sales, technical and customer care offices reduce management times, errors and low value-added activities.

The adoption of digital processes, self-service channels and integrated information management allows you to decrease the cost-to-serve and improve the productivity of operational structures. 

The integrated management of KPI, SLA, RQSII, technical quality, social bonus and regulatory processes reduces the risk of non-compliance and facilitates the obligations required by the Authorities.

Dashboards, KPIs, reports and analytics allow management to monitor trends, performance and quality of service, facilitating faster, data-driven decisions. 

Thanks to the integration with Customer Gate, AI Agent, Metering, Billing, Credit and Data Lakehouse, the solution represents the heart of the digital relationship between utility and citizen, improving innovation, resilience and evolutionary capacity of the organization.