Enel Energia Outsources Customer Care Operations

Accenture has secured a three-year contract with Enel Energia, the leading supplier in the liberalized Italian energy market, to provide business process outsourcing (BPO) services in support of Enel Energia’s customer care operations. The financial terms of the contract were not disclosed.

Accenture will provide a range of back office services including customer acquisition, billing, payments and credit, and customer inquiry management. The work will cover Enel Energia’s consumer and small and medium-sized enterprise (SME) segments in the electricity and gas markets. The service will be underpinned by Oracle CRM and billing solutions and the SAP for Utilities solution portfolio.

The agreement extends the two companies’ long-standing relationship to BPO services for the first time. Accenture currently provides application maintenance services for Enel Energia’s customer information systems (CIS).