Digital Self Service

Digital Self Service - Customer Gate

Digital Self-Service: lower costs for the company, more value for the customer.

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Customer Gate is the new solution designed to transform the interactions between users and operators in the Energy, Gas and Water sectors.
It digitizes the typical processes of the physical counter and contact center, guaranteeing omnichannel Web + App experience, full AGID compliance, security and digital identity (MFA, SPID/CIE), user autonomy and reduction of the internal operational burden.

A renewed, mobile-first and customizable design, with simplified navigation, configurable action cards and a consistent experience on all devices. A UX designed to reduce friction and increase customer satisfaction

Customer Gate unifies all the main operations of the end customer in a single digital environment:

Bills and Account Statement, with immediate consultation
Document archive up to 5 years
Consumption and Readings, with interactive graphs
Digital payments (PagoPA, Nexi/XPay – with the possibility of other PSPs)
Easy self-reading (even from camera)
Communications, complaints and comprehensive device services

Thanks to the "no vendor lock-in" approach, the solution easily integrates with CRM, Billing and existing systems, preserving investments and ensuring rapid and independent evolutions.

Why Choose Neta

Data security and SPID

Personal data protected according to high security standards (strong authentication with MFA, biometric access). Access also via SPID/CIE, to ensure digital identity and manage operations in compliance with protocols and regulations.

Customization for business customers

Enhance the digital experience based on visual identity and business needs. Branding, configurable features and a modular interface ensure a flexible product that can be adapted to the different needs of end users.

Regulatory compliance

Automatic updates on features ensure full compatibility with regulatory developments, simplifying management and protecting customers with a reliable and up-to-date solution.

Workflow automation

Automated key business processes to simplify and speed up daily tasks, reducing manual errors and managing operations smoothly. Improved efficiency and productivity, with superior services to end users.

Interoperability with third-party systems

Modular approach that enables full compatibility with existing systems (CRM, Billing, ...). Facilitates business continuity and simplifies management, enhancing previous technological investments.

Secure digital payments

Payments certified by the PagoPA circuit with check-out ensure fast, secure and transparent transactions, improving the user experience, reducing risks and simplifying the management of financial transactions.

Accessibility

Compliance with accessibility and inclusion regulations as well as compliance with AGID guidelines, integrating advanced screen reader support, dynamic contrast management and optimizations to improve digital accessibility.

Seamless multichannel experience

Consistent and seamless experience across mobile app and responsive web portal with an interface optimized for every device. Seamless access to services and ensuring a seamless experience across all digital channels.

Flexibility

Ability to adapt the user experience to the needs of the moment, ensuring a product that is always up-to-date and tailored to each customer, with quick and uncomplicated activation/deactivation of features.

Dashboard Analytics integrate

Real-time monitoring of user activity and solution performance. Effective dashboards provide actionable insights to optimize processes, make informed decisions, and continuously improve service quality.

Adaptability to market developments

Speed in adapting processes and functions to technological and business developments in the market. A solution that is always up-to-date, flexible and able to respond effectively to future customer needs.

24/7 conversational AI Agent

A virtual agent with built-in AI provides immediate support to users and agents. Provides quick responses, feature assistance, and documentation, improving service efficiency and user satisfaction.

Increased operational efficiency

The availability of the 24/7 Virtual Counter and device services speeds access, improves the user experience, reduces the burdens of physical counter and Contact Center activities, reducing support and management costs.

Guaranteed regulatory compliance

Automatic updates ensure that the solution is always aligned with regulatory developments, reducing the risk of penalties and easing the internal management burden.

Inclusivity and greater user coverage

Multi-channel support (web, mobile, tablet) allows you to reach a wider audience of users, including the elderly, users in remote areas or with digital disabilities, promoting inclusion.

Improved user experience

The intuitive and customizable interface increases end customer satisfaction, enhancing customer loyalty and reducing churn rate.

Maximum safety for users and operators

Strong authentication (SPID, MFA), encryption and GDPR consent management, offer a reliable barrier against fraud and data breaches, strengthening customer trust.

Guaranteed compliance and security

Strong authentication (MFA) and biometric access, SPID, CIE. Integrated GDPR consent management.

Accessibility and Omnichannel

Smooth cross-device experience (responsive web, iOS, Android app) AGID accessibility.

Flexibility and customization

Esperienza utente evoluta, Tailor-made branding and modular function activation thanks to feature toggles.

Continuous SaaS evolution

Regulatory compliance, new features, non-invasive updates.

Innovation and automation

AI Conversational agents for 24-hour quality user support.

Analytics and monitoring

Real-time monitoring to keep customers up to date on their activities.

Key Features

Bills and consumption in the foreground, immediate actions

Expense chart relating to the supply and direct access to the section for self-reading entry
Card customizable in content and images for sending reports and contacting the manager
Customizable store locator with points of interest, stores, physical counters...

Consumption and readings

"Consumption and readings" overview: section dedicated to consulting the consumption of the supply, with details of the main data (supply code/POD-PDR and supply address).
Interactive consumption graph: displays consumption trends by selectable period (e.g. last 12 months), allowing you to quickly read peaks and variations over time.
Comparison with the previous year: by activating the toggle, the graph compares consumption with that of the same period of the previous year to highlight deviations and trends.

List of Bills

Last invoice always visible with amount, deadline and status (to be paid / due / expired).
Quick actions: Pay now and Download PDF (formats provided by Bill 2.0).
Supply selection: the content is automatically updated by point/service.
Alerts and notifications that are always accessible (badges) to reduce outstanding payments and recontacts.

Customer Gate includes advanced tools for information, assistance and territory management: AI agent, store locator, push notifications, alerts, automated workflows and contextual support. Improve service quality and reduce operational burden by ensuring traceability and compliance with regulatory processes.

The solution is applicable to the market sectors of Electricity and Gas Sales, Water.

Digital Branch for an Always-On, Multichannel Customer Experience

Continuous Access and User Autonomy

• Enables Operations via Web and Mobile App

• Available 24/7 for End Customers

• Eliminates the Need to Visit a Physical Branch

Transactional and Inquiry Features

• Payments Integrated with the PagoPA System

• Contract Management: Activation, Transfer of Ownership, and Takeover

• Access to Contract Data, Consumption, and Bills

Versatility and Sectoral Adaptability

• Applicable to the Energy Sales and Water Sectors

• Available On Cloud or On Premise

• Always Aligned with Market Trends and Customer Needs

Gen AI-powered AMS: from reactive to predictive

Thanks to Generative AI, Application Management Services is evolving into an intelligent ecosystem: it learns, adapts, and anticipates change, transforming daily operations into continuous innovation.

On prem/Cloud & SaaS

Support services for the solutions

Corrective Maintenance

Timely analysis and removal of the root causes of anomalies occurring in the software solution in production.
Adaptive Maintenance

Prevent potential events that may lead to malfunctions in the operational applications.
Regulatory Maintenance

Ensure the application solution remains compliant and up to date with evolving regulatory requirements relevant to the market context.
Application Monitoring

Monitor the performance of the solution in order to detect any anomalous events that could compromise its proper functioning.