ENDESA S A : launches a new video attention service for customers

• Given the limitations in mobility due to Covid 19, customers will be served by video call without having to go to offices or service points.
• To get the best out of it, customers can click here.

Endesa adapts its customer service to the mobility restrictions of citizens, due to the health crisis, and offers a personalized video service throughout the national territory. Currently this service is offered in all Commercial Offices and in 75 Service Points of the 254 which are active, but in the first quarter of this year all points will be covered.

As part of the launch, specific content has been created to publicize and explain the operation of this new service, with information highlighted on the website to promote it and provide visibility. This tool represents a great advance in the digitalization of the company, which improves the customer experience by facilitating the processing of their requests without the need to leave home.

Since the state of alarm decreed by the Government last year, Endesa, with the well-being of customers and employees as a priority, adopted a global plan that is now completed with video customer service:

• No power cuts for residential customers.
• We take care of all urgent gas repairs, boilers, electrical breakdowns, neighbourhood communities, hospitals, etc.
• Changes in Customer Service: in accordance with what was decreed by the Government, we closed our customer service offices on 16 March. As of May 11, the reopening started with new hygiene and safety measures. We continue to serve you on the telephone and online channels. Customers were able to continue carrying out their urgent procedures with Endesa in the following ways:

1. By telephone.
2. Requesting an appointment at your Endesa office.
3. Online: through the Endesa Customer Area and the Endesa mobile app with access to all bills and contracts, as well as energy consumption control.
4. In addition, through the telephone service, the services of urgent gas repairs, individual hot water boilers, urgent electrical repairs and of course assistance for essential supplies (hospitals, boiler rooms, etc.) have continued to be provided.

About Endesa

Endesa is the leading electricity company in Spain and the second in Portugal. It is also the second gas operator in the Spanish market. It carries out an integrated business from generation to commercialization and also offers, through Endesa X, added value services aimed at decarbonizing energy use in homes, companies, industries and Public Administrations. Endesa is firmly committed to the United Nations SDGs and, as such, decisively promotes the development of renewable energies through Enel Green Power Spain, the electrification of the economy and Corporate Social Responsibility. In this last area, we also act through the Endesa Foundation. Our human team has around 10,000 employees. Endesa is part of Enel, the largest electricity group in Europe.