MOSAR Project: Modernizing Customer Relationship Tools at Enedis

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[...] Digital services enable businesses to collect and analyze data on their customers, providing valuable insights into their behaviors and preferences. This advanced analytical capability allows businesses to quickly adapt their strategies in response to changing customer needs, thereby strengthening their market position. However, digital transformation is not without its challenges. Companies must address challenges such as data security, client privacy protection, cybercrime risk management, and digital inclusion for all segments of the population. Furthermore, digital transformation often requires significant investments in human resources, technologies, and training, which can be an additional challenge for many businesses. [...]

[...] Furthermore, we intensify our efforts at collaboration with our partners and stakeholders, establishing solid and lasting relationships based on trust and transparency. This synergy enables us to identify best practices and implement innovative solutions to proactively respond to the evolving needs of our clients and the market as a whole. Conclusion In conclusion, the Mosar project at Enedis demonstrates how structured initiatives around three main axes can contribute to increased operational efficiency and better customer satisfaction. The modernization of Verint and SVI tools, the reorganization of activities through outsourcing, and the valorization of reception jobs are fundamental elements of the Mosar project, enabling Enedis to adapt to new customer expectations. [...]

[...] In addition, our tool organizes tasks by priority by sending daily complaint files to advisors. This feature enables advisors to structure their workday efficiently based on the most urgent complaints, thereby ensuring rapid and effective resolution of customer problems and maintaining a high level of satisfaction. Finally, the complaint tracking tool provides daily visibility into the entire set of ongoing complaints, classified by their level of urgency. Each complaint is assigned to a category based on its due date (creation date of the complaint + + 15 days). [...]

[...] Their commitment to the complaint processing process is essential to ensure customer satisfaction and maintain high service standards. Through various actions and practices, they actively contribute to the efficiency and effectiveness of our complaint management. One of the main functions of the tool is to enable the prioritization of complaints based on their due dates. Advisors and managers use this capability to identify the most urgent complaints and give them immediate attention. By focusing on complaints that are overdue or on the verge of reaching their deadline, they ensure that customer problems are resolved within the allotted timeframes, thereby contributing to strengthening customer trust and satisfaction. [...]

[...] Enedis. (n.d.). Enedis. https://www.enedis.fr/faq/prevention-du-risque-electrique/quels-sont-les-differents-types-de-reseaux-electriques - What does HTA mean? Enedis. (n.d.). Enedis. https://www.enedis.fr/faq/glossaire/que-signifie-hta - CRE. (1970, January 1). Presentation. [...]