Hidralia Presents its Customer Service Model to the Andalusian Ombudsman
Hidralia, an Andalusian environmental company that manages the complete water cycle in 54 municipalities of the region, including Marbella, has presented its customer service model to the Andalusian Ombudsman. The model aims to enhance the experience and accessibility of all its customers.
Meeting Coordinated by ASA Andalucía
The meeting was coordinated by ASA Andalucía. Mercedes Sánchez Bas, the company’s Director of Customers, attended the meeting along with various territorial heads of this area, such as Amparo Guerrero Álvarez and José Alejandro Fernández Morales. Also present were Inmaculada Bermúdez Muñoz, the Customer Counsel of Veolia, Jaime Raynaud, Deputy to the Andalusian Ombudsman, Ignacio Aycart Luengo, and Inmaculada Fernández Armenta, from the Advisory area of the Andalusian Ombudsman.
Hidralia’s Transformation in Customer Service
The company highlighted the transformation it has undergone in recent years in its approach to customer service. This transformation is part of its “Hidralia Contigo” program, which places the customer at the center to achieve excellence in service through differentiation, accompaniment, and proximity. Active listening systems have been implemented to improve understanding and advance user demands.
Commitment to Simple and Accessible Communication
Hidralia has made a clear commitment to simple and accessible communication for all users. Non-face-to-face service channels have been promoted, improving the usability of websites and virtual offices, streamlining all procedures related to invoices and contracts, and facilitating communication flow with users.
Introduction of New Service Channels
In addition to improving existing channels, new ones have been launched, such as service through WhatsApp or the website’s ChatBot. These help enhance the customer experience and ensure accessibility. Hidralia also emphasized the importance of direct communication with customers through the free servialertas service for those who have already provided their contact details.
Efforts to Eliminate Accessibility Barriers
The main mission of this transformation in service is to leave no one behind. Therefore, Hidralia is also working to eliminate all accessibility barriers, whether they are language, sensory, cognitive, economic, or the so-called “digital divide”. Various initiatives have been launched to achieve this, including the inclusion of new languages of service, reviewing all communications to inform in the clearest and closest possible way, and facilitating procedures on behalf of others.
Hidralia’s Social Commitment
This determined social commitment is reflected in Hidralia’s new way of serving its users.
