Partnering with Edison Energia for outstanding value and customer care

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.