The Association for the Development of the Customer Experience recognizes 'Contigo' as one of the best practices in Customer Experience in Spain

For Hidralia, an environmental company dedicated to the management of the integral water cycle in Andalusia, offering the best service has always been a priority, betting on a management model that places people at the center of the activity. Therefore, the company has made available to citizens a multichannel service that adapts to the needs of each client, offering personalized, inclusive, agile and professional attention to leave no one behind.

In this process of continuous improvement, it has launched 'Contigo', an initiative promoted by the Agbar group, to which Hidralia belongs, focused on ensuring that all customers, without exception, can access the company's services and, above all, ensure good care for people in vulnerable situations, with the aim of identifying digital barriers,  of understanding, accessibility or economic.

An experience that has now been recognized by the Association for the Development of the Customer Experience with one of its DEC awards, specifically for the Best Strategy in Customer Experience. Award with which "the inclusion of people in vulnerable situations" has been valued by the company.

Among the different measures already implemented by Hidralia to strengthen and consolidate its customer service services, the following stand out: measures to act in the face of barriers to understanding, since new languages are being deployed to guarantee the inclusion of immigrants; faced with the barriers linked to hearing disabilities, the service of attention by sign language in offices or by video calls has been implemented, as well as the use of the WhatsApp channel allowing deaf people to have a simple attention; for the barriers linked to digitalization, in addition to the new non-face-to-face channels, and the new closer orientation of the face-to-face offices, the procedures on behalf of other people are facilitated, as well as the sending and receiving of paper documentation; and, finally, for situations of economic vulnerability, the objective is to ensure that people who cannot afford to pay for the service are aware of the aids and payment facilities available to help them manage their situation.

The Association for customer experience development (DEC) is the first Spanish-speaking, non-profit professional organization that promotes the development and implementation of best practices and the pursuit of excellence in customer experience.