Servinform explores new markets with a wide range of expectations ahead. We have reached the Balearic and Canary Islands under Endesa´s leadership. Endesa is one of our best clients, for the first time in its history it has issued an invitation to tender the outsourcing of its Customer Services Office.

Servinform has been the first company to have the tender accepted in Las Palmas de Gran Canaria and  Palma de Mallorca. This new project means a great step in our specialization strategy and our improvement of the Sector´s knowledge. It also broadens our possibilities of opening new business paths to submit new tenders.

It is a beautiful and exciting project because Endesa is trying to improve its direct customer service, changing its philosophy, creating a service based on quality treatment, flexible with timetables, expandable to afternoon hours and saturdays, which eventually means reducing queues and waiting hours.

Pepe Becerra, who directs the project, explains he wants to “help clients, not dispatch them”. Basically, to provide Endesa´s clients with a better and more personalised service.   When these offices opened on the 19th of July it was important that the clients didn´t notice the change of personnel from Endesa to Servinform. This has been achieved with success, so the the working teams must be congratulated. The outsourced offices are now two new Endesa premises where customer service is the main priority. Sales, invoicing and problem solving tasks are also carried out.

It is an original project, although there is a small element of risk “it places us in the spotlight”, it has many chances of succeeding. With this project we enter a new area for Endesa, we walk together with our client right from the start, this outsourcing is a pilot project where we will develop the necessary experience and and training to deserve this company´s trust. Despite the difficulty of the unknown, Pepe Becerra is positive that “at this point we aren´t afraid of challenges”. Servinform expects to carry on working with Endesa when it plans to expand to other cities in Spain. Fernando Rivera, Project Manager of the island offices, is very optimistic about running other offices in a short term of time. Above all because “the experience of setting up offices in Canarias and Mallorca has been a positive one despite the short time they have been working. It has also been to Endesa´s full satisfaction, we have been congratulated by the Territorial Managers, both for the lack of incidences in the migration and the evident reduction of waiting lists.”

The person in charge of the project in Sevilla is Fernando Rivera, Pepe de la Rosa and José Chaparro have moved as Office Managers to Mallorca and Canarias. They both worked in the Back Office Unit as coordinators so they have a broad experience and knowledge of the tasks and systems inside Endesa. Each one of them have a team of people to perform the reception and treatment jobs.

The contract has been awarded for three years, the office personnel wear a card that identifies them as Servinform members, making it clear for the Endesa clients that they are being served by a member of our Company. Regarding the qualifications of the people in these offices, on top of the commercial profile, the staff have a higher education (80% of them are graduates).

Great part of the assigned personnel are people who have worked previously with Endesa as external workforce (Part Time Workers) They add their knowledge and experience to the Company´s performance and also work as support training for the rest of the team. This why, as Fernando Rivera puts it, we are talking about “very good teams that are skilled to provide the clients of Endesa the best service, solve any doubts, spot their needs and offer them products and and promotions.”