PRESS RELEASE Veolia Waterâ€™s commitment to its 6.7 million subscriber customers in France Paris, May 31, 2012 - Veolia Water is updating the customer policy for its 6,730,000 customers in France, that is almost 25 million users in France, and is committed to provide a particularly high level of service adapted to modern lifestyles.
Over the past nine months, Veolia Water has been working on a major project to transform its customer organization and its customer relations systems. Four significant innovations are being launched this year: -
A mobile app enabling the most common operations to be performed on a smartphone;
New digital information media for the residents in those regions and municipalities that have contracted the operation of their water services to us;
A new invoice that is easier to read and clearly shows the weight of the various stakeholders and their respective share in the cost of water;
A new online agency that includes new services and is simpler to navigate.
At the same time, Veolia Water is continuing to invest in its customer relations, paying particular attention to two major areas: -
The social support system aimed at assisting families experiencing hardship;
The services associated with remote meter reading, in particular, to make it easier for everyone to improve how they manage their water consumption.
“At a time when some services are actually cutting back on contact channels open to the users of public services, we have, on the contrary, chosen to boost the range of services available to our customers,” says Louis-Marie Pons, Director Customers, Veolia Water France. “We have completely revised our customer relations and our structure to improve contact with our customers and so to provide more relevant answers to their questions.” Veolia Water customer relations is a specific activity within our water businesses In France, Veolia Water employs more than 2,100 customer relations representatives. The new structure being introduced is designed to improve the professionalism of our customer relations activity. “We wanted to improve our customer relations culture,” explains Louis-Marie Pons. “Having stepped up the professionalism of this customer relations activity within our organization, we will now be standardizing our most efficient processes and improving how we manage our performance with the ultimate aim being to improve the customer experience and boost satisfaction levels overall. All our customer representatives will be managed by the Regional Customer Relations Manager, who will make sure that the new policy is effectively implemented in the field.”
The new customer relations activity is based on: •
More than 600 telephone representatives trained and specialized in the water business available to Veolia Water customers 58 hours a week in 13 call centers based in Liévin, Rouen, Rennes, Nantes, Toulouse, Metz, Montpellier, Nice, Lyon, Paris, Cergy, Saint-Denis and Saint-Maurice;
Almost 1,100 consultants and technicians in direct contact with customers in the field to read water meters and connect customers to the drinking water and wastewater networks, working out of the 250 local customer reception sites open to the public;
More than 400 agents in charge of invoicing and collection.
Additionally, a 24/24 emergency call center is available for customers to notify Veolia Water of any emergencies or faults.
Innovations throughout 2012 Veolia Water has opted to launch “L’eau chez vous” (“Water at your place”), its mobile app, in Montpellier on Wednesday, May 30. The city of Montpellier has undertaken a project aimed at stimulating digital creativity and delivering a greater number of innovative services to its residents. Veolia Water’s mobile app ties in perfectly with this project and will provide greater freedom to water service customers throughout France. Using their smartphone, for example, they will be able to send in their meter reading, and check and pay their account online. The residents of municipalities serviced by Veolia Water will also be able to check the quality of the water distributed in their area and its price and even whether any works are underway or planned locally.
In fall, Veolia Water will introduce a new invoice. The new invoice will be easier to read and will provide a detailed explanation of the components in the cost of the water: the weight of each stakeholder in the invoice (contracting water company, local authority and public entities), explanation of the roles and responsibilities of each stakeholder, clear indication of the local authority (municipality’s name and its logo for drinking water and wastewater), usage comparison with the previous billing period.
Before the end of the year, Veolia Water will open its new online agency. It will include new functions and faster navigation enabling water customers to manage their transactions wherever they are, even more simply than before. The site will also include new services.
Between June and December, new digital information media will gradually be introduced: several thematic information sites about users’ main areas of concern and a quarterly enewsletter. Each innovation will be launched from a local site. “Veolia Water is a large company with a local business,” adds Louis-Marie Pons. “Our employment and services are located in the same areas where our customers live. We are committed to maintaining this local presence and will be developing services and solutions designed to deliver an improved response to the questions about local issues from municipalities and the users of the services we operate.” ***** Veolia Water, the water division of Veolia Environnement, is the world leader in water and wastewater services. Specialized in outsourcing services for municipal authorities, as well as industrial and service companies, it is also one of the world’s major designers of technological solutions and constructor of facilities needed in water and wastewater services. With 96,651 employees in 69 countries, Veolia Water provides water service to 103 million people and wastewater service to 73 million. Its 2011 revenue amounted to € 12.617 billion. www.veoliaeau.com Veolia Environnement (Paris Euronext: VIE and NYSE: VE) is the worldwide reference in environmental solutions. With more than 330,000 employees the company has operations all around the world and provides tailored solutions to meet the needs of municipal and industrial customers in four complementary segments: water management, waste management, energy management and passenger transportation. Veolia Environnement recorded revenue of €29,6 billion* in 2011. www.veolia.com * Excluding VeoliaTransdev revenues currently under divestment
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