Page 37 - Aqualia MRSC 2015
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Evolution of registered contracts on AqualiaOnline
5,921 20,666 31,774 55,237 123,954 175,679 225,361 269,508
300,000
250,000
200,000
150,000
100,000
50,000
0
2008 2009 2010 2011 2012 2013 2014 2015
The efficiency of these communication Since 2011, the Aqualia
channels has once again reduced the num- contact and AqualiaOnline
ber of claims from clients. channels have been certified
according the standard UNE
For the purpose of supporting and even 27001 on "Information Security
improving this service, more than 300 em- Management Systems",
ployees from the client support department protecting the security of client
were trained on data protection throughout data, as well as their integrity,
2015. availability and confidentiality.
Face-to-face assistance
Aqualia's client support office is a comfortable and modern space designed to offer individual assistance and
facilitate client management.
In addition to telephone and internet In 2015, with the aim of providing excellent
support, clients can visit the company's client support, 650 employees responsible
offices to carry out their formalities or for office, telephone and online assistance
submit queries. received specific training.
New client support offices were set up in 2015 in Salobreña (Granada) and
Guareña (Badajoz). It is worth mentioning the express reopening of the
Vélez-Malaga office after suffering fire damage. In only five days the Aqualia
employees were able to get the face-to-face client support service back up
and running, illustrating a clear example of the public service mission that
defines the organisation's activity.
20 years "At the service of citizens" in Benalmádena
The Sailing Club of the Benalmádena Marina hosted the 20th anniversary of Emabesa, joint venture for the water management of
Benalmádena (Malaga) to which Aqualia belongs. The ceremony, inaugurated by the Mayoress of Benalmádena and Chairperson
of Emabesa, paid recognition and tribute to the company's employees who have provided a basic service with maximum quality
to the citizens of the town in Malaga.
The workshop's program included two speeches: "Communication, key factor in citizen service", given by the head of communication
and marketing at Aqualia, and "The supply aquifer at Benalmádena", presented by Bartolomé Andreo, professor of hydrology at
the University of Malaga.
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