Partnering with Edison Energia for outstanding value and customer care

About the client in short

With over 140 years of history, Edison Energia stands as Europe’s oldest energy company and one of Italy’s leading energy operators. A member of the EDF Group since 2012, Edison not only provides households with electricity, gas, and Wi-Fi contracts, but also generates energy from a diverse mix of sources, including gas, hydroelectric, wind, solar, and biomass. It is also the country’s second-largest player in the hydrocarbons sector. Today, with over 7 GW of installed capacity across Italy, Edison supplies around 7.5% of the nation’s total electricity production.

Key figures

75%

increase in customers, from 2 million to 3 million in the last 4 years

CSAT

Edison Energia set out to significantly expand its contract portfolio with a clear philosophy: “It’s better to have one satisfied customer with two contracts than two customers with one contract each.” To achieve this, the company recognized the need to strengthen its customer care - introducing operator-assisted chat services and leveraging inbound traffic to drive sales. Reaching this goal required the support of a world-class BPO partner with proven expertise in telesales.

With their new value proposition, “Risolve”, Edison Energia’s role expands beyond energy supply, offering a full suite of home services from solar panels and heat pumps to e-mobility, insurance, Wi-Fi, and 24/7 assistance. With over 2,000 technicians and 1,000 stores nationwide, Edison positions itself as a single, reliable partner for all household needs. The platform, built around real consumer demands, is increasingly valued by customers.

Konecta developed a strategy strongly focused on the concept of value - placing the customer at the center and fulfilling every request efficiently on every channel.

While dealing mainly with customer care, Konecta also upholds Edison’s marketing activity and brand reputation interests. By managing inbound traffic, it not only carries out relaunch activities but also manages recall and customer satisfaction on all online channels: comparator, sites, click-to-call, WhatsApp, and so on.

Since June 2025, Konecta has also applied its "value model" to Edison’s Trustpilot profile. Already, it’s quickly increased Edison’s score here, by replicating a strategy based on proactivity, which it has already used successfully with other clients in Italy.

A number of agents are also adopting Konecta’s “Magic Button” for quality and tracking.
All the digital solutions developed by Konecta are agreed with Edison Energia, and are designed to increase the quality of operational support offered to the agent, reinforcing loyalty and consolidating the customer base.

Edison Energia has significantly increased the number of contracts over the past four years, also with Konecta’s support, who has contributed to this by improving the efficiency of its customer care:

Telephone traffic handled by Konecta has iIncreased between 50% and 60% in the last 3 years
Call abandonment rates >=2%
The percentage of calls answered is stable, at between 97% and 99%, with 7.5 calls handled per hour

Furthermore, in synergy with the client, Konecta has focused heavily on the quality of the service: a total of 18 resources with strong back-office skills are dedicated exclusively to giving "value" to the entire Edison customer experience.

The benefits are evident:

CSAT reached 9
Trustpilot's Edison Energia profile management score: went from 3.4 to 4.2 in the first months (to end of August 2025) and is expected to grow further.

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