Tenders Are Invited For Customer Services – Processing Services For Customer Relations Reception Activities For Enedis

Customer Services – Processing Services For Customer Relations Reception Activities For Enedis. As Part Of Its Industrial Policy And In A Context Of Changing Customer Demands, Particularly Linked To The Acceleration Of The Ecological Transition And The Development Of New Uses Of Electricity, Enedis Outsources Part Of Its Synchronous And Asynchronous Reception Activities. The Outsourcing Of Activities Is A Lever To Strengthen Enedis Capacity To Understand The Inherent Fluctuations Of Any Customer Relationship And To Smooth Out Variations In Front Office And Back Office Activities Linked To Major Transformations External Or Internal To Enedis. Enedis Wishes To Use Holder(S) For The Execution Of Some Of These Reception Activities To: • Handle And Process Customer Requests (Omnichannel Incoming And Outgoing Requests) Synchronously Or Asynchronously, • Benefit From The Specific Know-How Of External Companies Which Will Provide Proposals For Continuous Improvement Solutions, • Allow Enedis To Better Smooth The Distribution Of Customer Activities And Understand Variations In Charges, Particularly Due To Seasonal Changes In Customer Demand, Whatever They May Be, • Process Customer Requests During Extended Hours In The Evening And On Saturdays. Purpose Of The Purchase: The Reception Activities, The Object Of The Upcoming Contract Service, Are Broken Down Into 4 Types Of Reception Activities: • Distributor Reception: Corresponds To Requests Directly Addressed By Customers To Enedis And To Enedis Customer Contact Activities As Part Of Its Missions As Manager Of The Electricity Distribution Network. • Delivery Reception: Corresponds To Requests Sent To Enedis By Suppliers As Part Of Their Activity Of Supplying Electricity To Their Customers. • Connection Reception: Corresponds To Incoming Customer Contacts And The Processing Of Part Of The Requests For Connection Services From Consumer Customers. • Producers Reception: Corresponds To Requests Sent By Producers To Enedis, Relating To A Connection Or A Need In The Day-To-Day Management Of Their Contract. The Contract Will Be Divided Among Three Holders In Order To Cover All Needs On The National Territory. Each Holder Will Undertake To Entrust At Least 8% Of The Volume Of Useful Production Hours (Time Necessary To Carry Out The Activities Entrusted) To Advisors With Disabilities.