We are FCC Nº21

Aqualia’s Customer Service Centre (AAC) in Madrid has been provi- ding a comprehensive multi-chan- nel service that meets the needs of its customers for 18 years. It is doing so with a new design and la- yout of the workspace in its central offices, located in San Sebastián de los Reyes (Madrid), while cele - brating a substantial growth in the number of requests, after having provided coverage to almost three million customers in 421 municipa- lities throughout Spain, regardless of the number of citizens, since its opening in 2004. The company’s omnichannel custo- mer service, known as Aqualia Con - tact, allows its customers to choose the best method of communication, manage any incident and obtain so- lutions adapted to their needs. In ad- dition to telephone and face-to-face customer service through the offi - Carolina Serrano, Head of Customer Service Channels and Data Protection at Aqualia. ces located in the towns where the company provides services, Aqualia Contact also currently offers assis - tance through the Virtual Office, on the aqualia.com website; the Aqua- lia Contact App; SMS; email; and social networks, such as Twitter, on its @aqualiacontact profile. T H E P L A C E 55 T H E P L A C E