EDP’s in-person service offices have reopened their gates. The company has begun in Gijon and Oviedo the opening of these spaces, 14 in Spain, after establishing various measures to ensure people’s security. EDP’s offices employ more than 100 people and receive an average of 1000 daily visits.

As pointed out by EDP Spain's B2C Commercial Cycle and Customer Service Director, Marta Díaz, “in EDP we are known for our proximity with people and it is very important to us to offer in-person attention, that enables us to reinforce even more our tight relation with our customers. We have adapted our offices to the current situation, with different elements that ensure security both to our clients and to the people visiting us.”

The adopted measures frame within the project “For your well-being”, with which EDP pretends to improve the experience and care of its customers in this new situation.

All measures and elements are integrated in the existing spaces and fittings. The hydroalcoholic gel dispensers, both for visitors and for agents, stand out, as well as the signs to respect social distancing, and the polycarbonate partitions in the points of attention.

The company has also reinforced the figure of the maître, a pioneer system through which an agent assists the customer in a proactive way in his arrival to the office. He registers the management information that is going to carry out, and a description of the customer. These data are shared with the rest of the office’s agents, so that they can speed the management.

From now on, the maître will have the support of a person that will be managing the accesses, the capacity and will be accompanying customers to the attention points. This close and personalized treatment will avoid the movement of the agents around the office, that till the moment were the ones going to receive the clients to the waiting area. This person will also identify the people over the age of 65, that will have a priority attention during the whole timetable of the office’s opening.

With the reopening of its offices, and according with its sustainability policy, EDP has established a system of digital signature. Apart from bringing more security, it will facilitate and speed the customers’ management. In total, the company will stop consuming 250 000 sheets per year, which will avoid the emission of more than a ton of CO2 into the atmosphere.

EDP has also continued developing the training plan of its agents. In this occasion, with specific sessions to ensure the well-being of clients in their visits to the offices.

During the Alarm State, office’s agents kept the attention to customers by phone from their homes, while the company also reinforced digital channels, that are kept as an alternative so that customers can manage their contracts.

Openings in Aviles, Santander, Bilbao, Vitoria-Gasteiz and San Sebastian will be following the ones of Gijon and Oviedo on June 9. The spaces of Barakaldo, Valladolid, Getafe, Figueres, Murcia, Castro Uridales and Torrelavega will open on Friday, June 12.

The in-person attention of EDP Spain has received different recognitions these last years, like the Excellent Relation with Customers Award, the most prestigious of the sector, that acknowledged the excellence in attention and the improvement of its experience.