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Customer service CONTIGO
For Aguas de Murcia, it is a priority to offer the best service by betting on a management model that puts people at the center of activity. Therefore, the municipal company is promoting the Program CONTIGO, a multichannel approach that seeks to allow all customers, without exception, to easily access their services. The goal is for each customer to be able to choose the channel through which they want to be served according to their needs, enjoying greater scheduling flexibility to carry out transactions and avoiding unnecessary waits and travel. In addition, special attention is paid to people in vulnerable situations, for which work has been done to identify digital, comprehension, accessibility or economic barriers, and to offer solutions.
Thus, Aguas de Murcia has deployed new services to address comprehension barriers, through assistance in new languages and sign language; to minimize digitalization barriers, and facilitate management in offices and over the phone, they have made available the option to book appointments in advance to avoid waiting, now with a new system for video calls or phone calls. Also, for situations of economic vulnerability, the goal is to ensure that all those people who may require some of the available aids (deferment and installment of debt without interest, social rates) know about them and can apply for them in a simple and agile way.
All of this has led to Aguas de Murcia, along with the rest of the companies in the Agbar Group, being the highest rated in the category of water supply “Chosen as Customer Service of the Year” in their communication during a year, a symbol of quality that shows the commitment of the different companies that are part of the client group.