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Discover How Hidralia Unveils its Customer Service Model to the Andalusian Ombudsman!

March 22, 2024
Discover How Hidralia Unveils its Customer Service Model to the Andalusian Ombudsman! - mini1 1710801979 - Local Events and Festivities -

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.

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