Waste collection: how to strengthen the relationship with customers?
AMAIE Energia e Servizi is the multiutility of Sanremo (IM) that deals with collection and waste management. The company asked Amapola for support to improve the ways of relating with citizens, especially during the summer months when the service is subjected, due to the exponential growth of users, to continuous operational stress.
Amapola therefore activated a training and accompaniment path to improve the governance of relationships with users. The intervention had two directions. On one hand, continuous monitoring of the dynamics of relationship systems between AMAIE Energia e Servizi and its stakeholders was activated, adopting a periodic survey methodology capable of reporting the relational performance with respect to the pursued objectives. On the other hand, an activity of training and assistance towards the various management functions was put in place, supporting their listening and interlocution methods, message transfer, feedback collection and management.
Amapola’s consultancy focused on everything concerning door-to-door service communication, helping AMAIE staff to:
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- analyze the user relationship management system (taking charge of requests/reports, internal communication flows, action process, feedback management);
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- program activities over the medium term through the construction of a structured communication methodology;
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- monitor web conversations concerning the service and coordinate the collection, analysis and handling system of service reports;
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- support the structure, coordinating Facebook page management activities of the company, in order to ensure constant listening and dialogue action;
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- share communication opportunities and criticalities with the municipal administration.
