Naturgy Energy S A : drives forward its digitalisation process by joining forces with Glovo to offer repairs in just a click

Naturgy drives forward its digitalisation process by joining forces with Glovo to offer repairs in just a click

• Glovo is set to market Naturgy's #Easygo services, where customers can receive assistance for breakdowns of electrical appliances, boilers and gas or electric water heaters, as well as air conditioning or locksmith repairs.
• Naturgy is launching this partnership with an initial pilot project that will be carried out in Valencia and Seville. It will then be expanded to all large cities where Glovo operates.
• With this agreement, the company will achieve greater capillarity and increase its ability to reach younger and more digital customers.

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Naturgy has taken a qualitative leap forward in its commitment to digitalisation by joining forces with the home deliveries app Glovo to offer urgent repairs in just a click. Through this partnership, the company will market the group of Easygo services, the new and innovative solution for urgent repairs that allows us to provide immediate and direct assistance to users through the Glovo app, regardless of whether they are Naturgy customers.

With this new partnership, Naturgy will once again evolve its commercial positioning, where digitalisation is of crucial importance due to the new forms of consumption that have emerged as a result of the COVID-19 pandemic.

Carlos Vecino, Managing Director of Marketing at Naturgy, stated that 'at Naturgy, we want to stay one step ahead of the new needs that appear in society and transform our businesses so that all our customers, shareholders and employees can take advantage of the opportunities offered by innovation and new digital tools'.

Diego Nouet, Glovo's General Manager Iberia, expressed his satisfaction with this partnership. 'We are expanding our offering to ensure that people not only enjoy the city's best food, but can also buy food and drinks, health and beauty products, or gifts, and now request professional services. We want to keep making the city more accessible through our app'.

The Easygo services available offer repairs for any incidents, breakdowns or emergencies with electrical appliances (washing machines, hairdryers, dishwashers or fridges), gas boilers, and gas or electric water heaters, as well as air conditioning units and locksmith repairs.

The services are available 24/7, 365 days a year, with assistance in under 3 hours for urgent repairs. There are 3 different types: working days, Sundays and bank holidays and nighttime. The service will be marketed through a 6-month initial pilot project that will be carried out in Valencia and Seville. It will then be expanded to all large cities where Glovo operates.

It will alow Naturgy to position itself in a new market segment, trying new marketing channels and being the first energy company to sign an agreement of this kind with a company like Glovo, which is at the forefront of on-demand digital innovation.

With this agreement, the group has added a new on-demand digital innovation partner to its portfolio, which will allow it to achieve greater capillarity and increase its ability to reach younger and more digital customers. In particular, the company has an agreement with Amazon to offer discounts on purchases made through this online store. To take advantage, Naturgy customers must log in to their private area to access offers on different product categories. From here, using their Amazon user profile, they can purchase home articles with up to 14% discount. This discount is applied to their next electricity or gas bill. Customers can see the categories with promotions in the 'My promotions' tab of their private area. These offers change regularly.

Moreover, Naturgy was also the first energy sector company to sign an agreement with Booking.com in Spain, which allows the company's customers to receive a refund of up to 10% on accommodation bookings. Naturgy customers will find a link to Booking.com in their 'Customer' area, which they can use to make accommodation bookings with refunds. This offer can be used in conjunction with other valid offers on Booking.com.

These types of agreements are part of the strategy to transform and drive the digitalisation of Naturgy's supply company and represent a leap forward in connecting and forming relationships with customers. A strategy at the forefront of technology, which always puts the customer first to project its services and proximity in a different manner.

Strengthening commercial digitalisation in the era of sustainability

In the third quarter of this year, the company's digital commercial traffic increased by 41%, contracts taken out via digital channels rose by 68% and digital assistance grew by 33% compared to the same period in 2019, a consequence of the digital quality and positioning that the company has been working on.

The company's digital profile has taken a qualitative leap forward with initiatives related to the Ecoeasy rate, which is aimed at customers committed to sustainability and offers renewable, environmentally friendly energy. This rate has a very competitive energy price and is found in leading positions on the main offer comparison tools. The group also offers an online urgent equipment repair service, which has now been expanded with Glovo.

Naturgy carries out over 300,000 urgent interventions in homes and SMEs every year, and has an on-field mobility system that allows our more than 1,100 network technicians to receive work orders on their smartphones, thereby providing service to the entire country in under 3 hours, 365 days a year.

Scope and topic:Spain, Customers

Madrid, 16 November 2020