2020 Sustainability Report 2020 |Commitment and technology serving our clients | 139 Global client management using CRM Microsoft Dynamics The pillars of digital transformation in Aqualia are being more efficient, improving customer service and putting artificial intelligence at the service of employees and clients. Aqualia is continuing to progress in order to offer all availability and access to information through guided its clients a high-quality omnichannel experience in processes. their interactions with the company. With the aim of achieving the total integration of all the channels, this The solution includes a new website for clients that will project for implementing Microsoft Dynamics CRM replace the current virtual office, covering all operations will enable all channels to be interrelated in real time and with the corresponding adaptations of the CRM with greater accessibility, availability and integrity in thecurrently in progress. information corresponding to interactions. In the last quarter of 2020 the technical team and the The project will also integrate customer service with business team conducted tests that showed it to be othermanagement systems, such as the Diversa satisfactory. Development is expected to be completed commercial system. With this, the company seeks in February 2021, with testing in March and April and to provide sufficient flexibility and guarantee fast implementation in May 2021.