ENERGO-PRO with new possibilities for customer service and information
The campaign “At the service of the client” includes the initiatives “Energy Consultant”, “Exported Office” and “Management Reception Day”
Today, January 23, the manager of ENERGO-PRO, Mr. Stefan Abadzhiev, met with journalists in Veliko Tarnovo. The meeting was attended by Mrs. Maria Dimitrova, Director of Customer Service at ENERGO-PRO and Mrs. Daria Maneva, Director Retail Sales and Marketing Management at the company. Among the topics of the meeting were the presentation of the campaign “At the service of the customer”, which ENERGO-PRO launched in connection with the World Consumer Day — March 15, the current financial situation of the company, as well as current data on electricity consumption in the territory of North-East Bulgaria.
“At the service of the customer”
On the occasion of World Consumer Day, from the beginning of February 2014, ENERGO-PRO launched a series of events aimed at developing the company's customer service and raising awareness on issues related to electricity consumption.
One of the initiatives is related to the creation of a mobile export office, which will work on a schedule in smaller settlements, where there are no permanent customer service centres.There, specialists of the company will accept documents and advise customers on issues related to the services that ENERGO-PRO offers. In addition, all customers who visited the office will be able to update their contact details with them, which is a prerequisite for more active communication on the part of the company. The teams of ENERGO-PRO Customer Service specialists will travel to different settlements on the territory of North-East Bulgaria, with the aim of covering the largest possible area and respectively serving more customers. The company plans to implement the initiative in close cooperation with local authorities, and the schedule of days and place of service will be announced in advance for each individual locality.
The second initiative within the ENERGO-PRO campaign “At the service of the customer” is the new service “Energy Consultant”, which will be offered in customer service centers. Each household customer will have the opportunity to receive an individual consultation to improve the energy efficiency of their household, and trained specialists will be available to answer customer questions related to the cost of electricity and methods of its formation, as well as any questions concerning the energy legislation of Bulgaria.
The third, foreseen by ENERGO-PRO novelty at the service of the consumer, is the organization of the “Management Reception Day” of the company. It is planned to organize meetings with clients on schedule in different cities of North-Eastern Bulgaria. The meetings will be attended by Mr. Stefan Abadzhiev and Mrs. Maria Dimitrova. The reception day will give customers the opportunity to directly contact the company's management and discuss specific cases on which they seek assistance. The schedule for holding meetings in a given locality, on a specific date, will be compiled by pre-booking on the company's 24-hour telephone number 0700 161 61 or by e-mail: service@energo-pro.bg.
During the meeting with journalists, Mr. Abadzhiev presented data on the financial situation of the company after the three consecutive reductions in the price of electricity by the State Commission for Energy and Water Regulation (DCEWR) in the past year 2013. The manager of ENERGO-PRO once again reminded of the extremely difficult situation in which the company is placed and about the consequences of regulatory decisions in the energy sector for all its activities.” With the pricing decisions of DKEVR in 2013, the revenues required for the company's activities were reduced, thus limiting the opportunities for investments that can be made. If the costs of operating activities and investments were financially secured in full, our company would have the necessary free cash resource to implement its investment plans.”, commented Mr. Abadzhiev. “Over the years, our company has not stopped investing in the grid, but investment is a constant process and if it is limited, in the near future it will affect the quality of the electricity supplied. It should not be forgotten that we are talking about more than 42,000 km of power lines in North-East Bulgaria, which supply thousands of settlements.”, he added.
At the end of the meeting, data were provided on the average electricity bills of ENERGO-PRO customers in the last two months and their difference compared to the same period last year. The average bill for December 2013, payable in January 2014, is BGN 36.57. This figure is 6.4% lower than the average bill for December 2012. For the current month of January, the company has not yet fully completed the billing process for the electricity consumed by customers. The average value of bills invoiced so far is just over BGN 48, which is 23% less than the average bill in the same month of last year, when its value was BGN 62.92.
The currently lower values of the average bill are due to three main factors. One of them is the significant difference in average daily temperatures for the two periods — in the territory served by ENERGO-PRO, the average daily temperature in January 2013 was 2° C, while on 22 January it was about 6° C. Not least, the decrease in the average bill of the company's domestic customers for January 2014 is due to the three changes in final electricity prices in the past year. An additional effect is the fact that the account for January 2013 included a greater number of days compared to that of January 2014.
