EDP Energía, a leading international energy group in sustainability, partnered with Izo to implement a customer voice monitoring model that transformed its approach to service quality. In this project, a comprehensive Quality Plan was designed and implemented that focused on identifying and improving critical processes that impact customer satisfaction.

The first step was to carry out a comprehensive analysis of EDP's Customer Service (SAC) processes and procedures. Critical points affecting the customer experience were identified and current quality levels were evaluated against the optimal standards established by the COPC (Coalition of Professional Organizations).

With this information in hand, SAC procedures were adapted and improved to meet the quality standards required by the COPC. New practices and protocols were implemented that guaranteed high-quality customer service at all points of contact, from telephone service to online support.

One of the key aspects of the project was the creation of a continuous monitoring system to evaluate the quality of the service in real time. Specific performance metrics were established and monitoring tools were implemented to measure customer satisfaction and detect areas for improvement.

The end result was a quality system based on customer experience that transformed the way EDP Energía approached customer service. Thanks to the implementation of the Quality Plan and the continuous monitoring of the customer's voice, EDP was able to significantly improve the quality of its service, which resulted in greater customer satisfaction and an improvement in brand perception.

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