Customer Service
Digitize and manage all emergency reports related to networks and plants.
Why Choose Neta
A solution adaptable to the customer's context and easily extendable over time.
A single platform for user reports and technical alerts, reducing redundancies and inefficiencies.
24/7 emergency support with automatic notifications, shift management, and on-call scheduling.
Elimination of duplicate entries and parallel reporting thanks to system integration.
Enables the establishment of a Control Room for managing fault reports on the network and systems, coming from both the contact center and remote monitoring.
Support for ARERA regulatory compliance, with effective traceability and continuous improvement of the required service levels.
Acquisition of reports from the call center (softphone integration) and SCADA systems, with automated alarm management.
End-to-end management of the intervention cycle, from reporting to final accounting, including classification, planning, and execution.
Guided classification through decision tree and georeferencing with territorial verification of reports via SIT-GIS integration, along with KPI monitoring on fault reports and field interventions, pending lists, intervention status, and both regulatory and analytical reporting.
Open integration via API mechanisms with external application solutions related to the concept of 'reporting': customer CRM, billing/credit, workforce management (WFM), SCADA systems, and business intelligence (BI) platforms.
Operational management of reports through interaction with field operations via mobile WFM, enabling an end-to-end process from acquisition to intervention reporting and closure of the report.
Logging of reports from SCADA systems, automatic generation of work orders, and end-to-end management of the related process.
Reduced response times for fault resolution and increased first-contact resolution rate.
Transparent and timely communication with citizens via dedicated SMS/email channels, leading to increased trust and loyalty.
Streamlining of field resources and administrative management.
Availability of data analysis and specific indicators for continuous improvement and strategic planning.
Prompt response to detected critical events and proactive communication with the various stakeholders involved in the process.
Accelerating technological transformation and maximizing the value of digitalization investments.