Gabriela Mercore: 86 % of the Customers Are Satisfied with the Services Provided by Sofiyska voda

86 % of the customers are satisfied with the services provided by Sofiyska voda. The increase of the quality of the provided services is proved by 15% increase of satisfied customers compared to the previous year.

Gаbriela Mercore is a graduate of the Law School of Bucharest University and holds a Master's Degree in European Business Law from Paris 1 Pantheon Sorbonne University, in France. She joined Veolia Group in 2001, where she held top management positions in operational and project management in the field of customer service in Romania and Bulgaria. Since 2013 she is Commercial Director of Sofiyska Voda and also a member of Veolia Center of Excellence for Customer Service.

Tell us how Sofiyska Voda has been working with its customers lately! We know that in the past years you did several changes and introduced innovations in respect of the communication with them.

Our main communication channels with the customers are our call center and the customer service centers. Our call center covers around 77% of the communication, the CSCs - 20%, and written correspondence and the emails through the website - 3%. We have around half a million contacts with the customers per year through all of these channels. In the last few years we implemented several projects for the purpose of optimizing them. We settled the base with a project for implementation of a new customer information system SAP IS-U, which replaced 10 old software, followed by the certification of the customer service processes as per БДС EN ISO 9001: 2015.

The next project was the restructuring of the entire network of customer service centers. We closed the old and small customer service...