Alperia is the largest energy service provider in South Tyrol and the third largest producer of renewable energy in Italy. It’s one of the most important companies in the green energy sector nationwide.

The energy provider operates as an integrated multi-utility and is the head of an expanding group that covers the entire energy services sector. Its activities range from the production and sale of energy from renewable sources to the management of the electricity grid and district heating systems, the design and construction of new renewable energy power plants, and the most advanced solutions for electric mobility, energy efficiency, IOT (Internet of Things) and projects for the Smart Cities of the future in the name of digitalization and environmental safety.

Sagres began its collaboration with the South Tyrolean multi-utility in 2017, winning a public tender concerning the performance of debt collection activities.

In 2018, thanks to the very good relationship established and the results achieved, the client also expressed a further need concerning ancillary activities to the initial customer care: the management of commercial leads deriving from inbound advertising campaigns made on its internet ecosystem and outbound for the profiling, qualification and acquisition of potential end customers in compliance with the ARERA advertising commercial contact standard for the sale of electricity and natural gas.

The new tender, which was won by Sagres, includes:

• construction and management of the main website chat management of potential customers deriving from digital lead generation campaigns divided into types of:
  • call me now,
  • call me back;
• management of the commercial inbound channel;
• management of social network chats.

The flexibility of the solutions was also fundamental for process optimization, such as various customizations on the systems and workflows present of some commercial processes for the nurturing of the CRM process used (Salesforce) and that of Cloud Contact Center, with the Sagest performance control management system;

generation of a series of customized reports in the above systems;

consulting on optimizing the interfaces between the systems.

Operational delivery then consisted of the following activities qualification, lead profiling and daily management of several hundred incoming requests contact of each lead within 48 hours of the expression of interest and, above all, in the conversion into daily sales from contact activities of the leads that on the outbound side obtained extremely interesting conversions into active contracts, thanks both to the excellent profiling of the marketing activities carried out by Alperia, and to the operational support during the contract conclusion phase by Sagres