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Optimizing Customer Relations: Enedis’ Methods for High-Performance Service
- 03/08/2026
- 16:21
reading time : 2 min
Lucie Monnot
Content Marketing Manager
Enedis manages France’s electricity distribution network. Its role is essential for delivering electricity to homes and businesses while ensuring the maintenance and management of the network.
Unlike energy suppliers, Enedis does not sell electricity. Its role is to ensure that electricity is distributed reliably and safely.
In an environment where service continuity is critical, customer relations play a central role. Ensuring smooth communication, responding quickly to breakdowns and maintaining customer satisfaction are daily challenges for the company.
Enedis’ Troubleshooting Call Center handles approximately 40,000 telephone calls every day. Technical teams must quickly analyze each situation and prioritize interventions.
Medhi Hanna, Technical Manager at Enedis, embodies this culture of continuous improvement. After gaining field experience as a customer service technician, he progressed to become a coordinator and then a manager.
Today, he is responsible for process optimization and customer satisfaction within the company. Through his testimony, let’s explore how Enedis structures its customer relations to deliver an efficient, high-quality service.
Table of Contents
A structured organization for better customer support
- The essential role of call centers
“Troubleshooting call centers are located throughout France, including Clermont-Ferrand, Paris, Marseille, Bordeaux, Nantes and Grenoble. Each center covers part of the country to ensure a rapid response.”
Call centers are the first point of contact between Enedis and its customers. When a user experiences an electricity problem, they contact one of these centers for rapid assistance.
These platforms make it possible to identify the nature of the problem, guide the customer through an initial diagnosis and, when necessary, trigger an intervention.
The most common incidents involve network failures, problems with electricity meters in homes and businesses, and outages caused by severe weather.
To ensure optimal responsiveness, an initial diagnosis is completed in approximately three minutes on average before a technician is dispatched. If the outage is considered a priority, an intervention is carried out the same day.
However, some more complex interventions require a second visit, which can lead to additional delays.
An optimized geographic distribution of call centers helps ensure that requests are handled quickly and efficiently, guaranteeing service continuity throughout the country.
- Prioritizing interventions
“A customer without power expects a fairly quick response. We have a 24/7 emergency service, but absolute priority is given to safety, particularly when firefighters are involved.”
At Enedis, not all requests require the same level of urgency. Interventions are prioritized to ensure that critical incidents are handled quickly.
When a safety risk is identified, such as a fire or a dangerous electrical installation, the case is handled as a priority. This organization helps optimize team efficiency while ensuring user safety.
However, poor intervention prioritization can negatively affect the customer experience.
For example, when an initial intervention has taken place but a second visit is required, the follow-up visit may be treated as less urgent because it is considered a lower priority. This can frustrate customers, particularly when they see that their problem has not been resolved immediately.
This situation requires clear and educational communication to prevent tension and improve customer satisfaction.
- Real-time management
“As a coordinator, my role was to manage the operators and make sure that problems were dealt with as quickly as possible. A customer who calls us should not have to wait too long, especially if they are in a critical situation.”
Responsiveness is a key factor in customer satisfaction. Through real-time monitoring and optimized intervention management, Enedis ensures that each request is handled as quickly as possible.
Coordinators supervise operations and continuously adjust priorities to ensure optimal service.
Their role is to support operators throughout the day, ensure that processing times are as short as possible and verify that established priorities are respected.
Their presence on the call center floor allows them to provide immediate support to advisors in complex situations or when they encounter difficulties with a customer.
The importance of customer satisfaction in a complex environment
- Fast and appropriate solutions
“When a customer calls about an outage, we carry out a few tests together. Within three minutes, we can establish a diagnosis. If the problem is on our side, a technician is sent out the same day.”
Enedis has implemented effective protocols to quickly identify the source of outages.
Through an initial telephone diagnosis, technicians can be dispatched quickly, reducing customer waiting times and improving service responsiveness.
The ability to establish a rapid diagnosis also relies on the experience of customer advisors, who are trained to ask the right questions and guide customers step by step.
This first exchange often reassures the user, who understands that their request is being handled immediately. In some cases, the advisor can even help the customer resolve a simple malfunction themselves, avoiding a technician visit and enabling faster service restoration.
- Monitoring and analyzing feedback
“When a customer has an experience with us, they receive a satisfaction survey. We then analyze the feedback and try to make improvements.”
Customer feedback is a valuable source of improvement. By analyzing this data, Enedis can adapt its practices and optimize its processes.
The objective is to continuously improve the user experience.
Beyond surveys, teams pay close attention to the comments left by customers. These comments help identify specific sources of frustration and the strongest points in the customer journey.
The analyses are regularly shared with field teams to implement concrete actions, including procedure adjustments, communication improvements and additional advisor training.
This approach aims to transform every customer comment into an opportunity for improvement.
- No dedicated customer satisfaction department
“We do not have a department specifically dedicated to customer satisfaction. It is the management chain that keeps the surveys in mind and implements corrective actions. Every advisor keeps customer satisfaction in mind.”
Rather than creating a dedicated department, Enedis relies on a cross-functional approach involving several services.
This approach increases responsiveness and ensures that field feedback is taken into account more effectively, supporting continuous service improvement.
Each region manages customer satisfaction according to its own approach. However, Enedis is increasingly moving toward management supported by a specialized customer listening unit, while maintaining close collaboration between departments.
Tools that support customer relations
- Artificial intelligence to improve call handling
“The voice server includes artificial intelligence. Previously, callers had to choose from predefined options. Now, the dialogue is more natural. The goal is for the customer to be redirected without even realizing it.”
Integrating artificial intelligence into voice servers enables more effective call routing and significantly reduces waiting times.
Through this technology, customers are directed to the right department without human intervention, making the support process smoother.
This technological development also improves user satisfaction by making it easier to understand customer needs from the first few seconds.
Artificial intelligence can detect the caller’s actual intent and prevent unnecessary transfers, improving both processing efficiency and the quality of the customer experience.
- More accurate monitoring through data
“We automatically analyze customer feedback using keywords. For example, if a customer says they are dissatisfied, we can identify what needs to be improved.”
Data analysis makes it possible to optimize internal processes. By identifying trends and friction points in customer relations, Enedis can adjust its services to better meet user expectations.
These analyses help detect recurring sources of dissatisfaction as well as positive points mentioned by customers.
By combining this information, teams can target the aspects of the service that need improvement more accurately, whether they relate to an internal process or a stage in the customer journey.
- Continuous modernization of tools
“Previously, we had an Excel file and analyzed everything manually. Now, we have software that allows us to centralize data and improve our responsiveness.”
Enedis’ digital transformation improves team efficiency and customer satisfaction. Adopting dedicated tools enables more effective request management and better coordination of interventions.
The former Excel-based management system had several limitations that significantly slowed request processing.
Customer records were analyzed manually, which resulted in considerable time loss and made it difficult to manage a large volume of interactions. A single person was responsible for the analysis, limiting processing capacity and increasing response times.
The absence of a centralized tool also made team coordination more difficult. This could delay information sharing and extend intervention times.
With the implementation of telephone software for intervention management, the initial analysis of customer records is now automated, resulting in significant time savings.
Enedis adopted Kiamo, a solution that optimizes customer interaction management and reduces request processing times.
Thanks to these improvements, teams have increased their responsiveness and raised the customer satisfaction rate by 1.7% between 2024 and 2025.
- The MOSAR project: modernizing customer relations
“The MOSAR project aims to modernize our tools and make advisors more skilled at handling complex tasks. We outsource certain simple activities so they can focus on the tasks that create the most value.”
The MOSAR project is a key Enedis initiative designed to improve the efficiency and fluidity of customer interactions.
Its objective is to modernize customer relationship management tools by simplifying processes and reducing repetitive tasks through automation.
Enedis is also investing in team development by enabling advisors to focus on requests that require technical expertise and in-depth analysis.
At the same time, some more standardized operations are outsourced to providers trained and supervised by Enedis.
This project is part of a broader strategy to digitalize and optimize services.
Customer relations are at the heart of Enedis’ priorities. Through optimized organization, modern tools and continuous team training, the company is constantly improving intervention times and customer satisfaction.
The MOSAR project supports this approach by strengthening advisor skills and modernizing monitoring tools.
Some challenges remain, such as managing second interventions, which are sometimes delayed and can affect the user experience.
Enedis is also working to increase the response rate to customer satisfaction surveys, currently 20%, through internal initiatives designed to motivate teams.
The company continues to invest in digitalization and innovation in order to provide an increasingly efficient service that meets customer expectations.
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