Customer experience
The relationship we build with our customers
is based on trust. We work every day to xceed their expectations,
innovate in our energy solutions, and deliver quality of life,
productivity, and efficiency through every product, project, and
service we develop—turning them into Celsia fans.
Our commercial strategy is integrated with customer experience management and supported by innovation, knowledge and a customer service ecosystem comprised of face-to-face, telephone and virtual channels. We align ourselves with technological trends and emerging methodologies to better identify and meet market needs and strengthen our relationships with each segment.
Communication channels
At Celsia we promote efficient energy consumption, we combine high quality services with a business culture that challenges us to deliver what we promise with flexibility, agility and efficiency. To achieve this, we have developed a portfolio for different segments with efficient energy solutions focused on generating well-being, productivity and sustainability, allowing them to consume responsibly, improve their quality of life and reduce their environmental impact.
In SMEs and Companies, we focus on energy efficiency through the optimization of electrical solutions, self-generation of renewable energy, backup energy and asset management. In Electric Mobility we focus on the creation of alliances with concessionaires that allow the commercialization of residential chargers on a massive scale; as well as providing solutions for the needs of electric infrastructure and vehicle recharging for companies or territorial entities that have a fleet of trucks and/or buses.
• Conventional energy.
• Solar energy.
• Cogeneration.
• Back-up energy.
• Efficient lighting.
• Electric assets.
• Electric mobility.
• Thermal District (cold or heat).
In Homes and Residential Units we offer solutions to optimize energy consumption, providing access to a portfolio that includes internet, efficient appliances, electric vehicles, lighting and other electrical household items. In Electric Mobility we offer vehicle charging solutions that include both the charger and the installation.
• Conventional energy.
• Solar energy.
• Electric Mobility.
• Energy efficiency portfolio.
• Fiber optic Internet.
• Commercialization of household appliances, electric mobility and technology.
Customer experience management at Celsia is based on policies, programs and tools that allow us to adequately identify and manage our customers’ needs, trends, regulation and market opportunities. In addition, we offer advice to our customers on issues such as:
• Market and customer studies and researc.
• Product definition and project management.
• Energy efficiency consulting.
• Service installation/project development.
• After-sales and relationship management.
• Billing, collection and collection.
• Operation and maintenance.
• Celsia Customer Satisfaction Measurement (CSAT).
We want to be strategic partners in the growth of our clients. That is why, through the free Escuela Naranja platform, we promote the development of their competencies and skills, and help them to create new job opportunities, to adopt innovative tools in their businesses and to share knowledge with their collaborators and families.To learn more about Escuela Naranja click here.
▸Customer Satisfaction
Measuring customer satisfaction is essential for implementing actions that enhance their experience with our organization. In 2024, we transitioned from the IECC (Celsia Customer Experience Index) to the CSAT (CustomerSatisfaction Score). measures satisfaction through a direct question and is expressed as a percentage ranging from -100% to 100%. It is calculated by subtracting the percentage of dissatisfied customers from the percentage of satisfied ones, enabling us to identify areas for improvement through open-ended feedback.
Alongside NPS and CES, we use Medallia software, which in 2024 enabled the management of 99,000 surveys and triggered real-time red flags for negative responses. This allowed us to contact over 2,200 dissatisfied customers and resolve issues, turning challenging situations into opportunities to build loyalty.
At Celsia we are committed to continuous improvement and excellence in our customers’ experience.
