EDP coveraging Amazon Web Services to develop customer-focused technology
To enhance the closeness with customers through technological innovation. This is the goal of the project being developed by EDP and running on Amazon Web Services (AWS), whose actions include the use of a device that facilitates communications between customers and the energy company, the first in the sector in Spain to bet on this innovative technology.
The device is a button, the AWSIoT Button which EDP installs and connects to the Internet via Wi-Fi at the customer's home. With a click of this button, the client sends a request for the company to call him by phone.
The request is then transferred, in a secure and encrypted form to EDP's customer service. In less than a minute, the customer receives the call from an agent of the service, which manages his request, which can be about any of the products or services contracted with the energy company.
The configuration of the AWS IoT Button is simple. The installer places it where the client wishes and associates it with the contract holder with his telephone number, which is the information the agent receives to get in touch.
The energy company is carrying out the project with several clients. To date, EDP has installed more than 400 buttons and the forecast is to reach 1,000 in the coming months.
The first results of the project reflect an increase in customer satisfaction, which positively value EDP's commitment to this type of technological innovation. When the pilot finishes, it will measure the degree of satisfaction in relation to the customer experience with the company.
EDP has presented this project at the Amazon Web Services Summit, the largest Cloud event in Iberia with an attendance of 5,000 experts from the sector, a meeting that took place in Madrid on May 17.
In addition to this project, EDP is investigating more cloud-based innovative solutions focused on the customer, one of EDP's five strategic lines linked to innovation, in addition to energy storage, smart grids, Big Data and clean energy.