Customer-centricity

In accordance with the Strategy for 2016-2025 adopted on 2 September 2016, the TAURON Group is aiming to optimize the businesses operating at the beginning of its value chain, maintain the position of its regulated businesses and grow the businesses placed at the end of the value chain that interact with the end customer.

Due to this approach, the TAURON Group’s value levers (drivers) include, among others, customer-centricity and new businesses. Responding to the requirements arising from the European Union climate policy, the financial institutions’ requirements and the expectations of customers and shareholders, the TAURON Group is responding in a flexible manner to the current and future challenges in order to utilize its resources in an optimal way. In this respect, the value levers include its natural capital as well as the investment and restructuring potential, allowing, on one hand, for achieving the greatest possible independence from external suppliers, and on the other hand, providing the potential to respond to the changes and adapt to them. Organizational culture and employees are additional important value levers. Thanks to them, it is possible to efficiently implement business processes.

Analyzing its value levers, the Group is highlighting the market and regulatory changes, progressing climate changes, and is analyzing and implementing preventive measures that would allow for continuing its business operations in the long run. It is assumed that the transition of TAURON’s value levers will be taking place in an evolutionary manner, through the implementation of the Group’s Strategy.

In accordance with the TAURON Group Strategy, the customer is always in the center of attention. In all its activities, TAURON focuses on developing lasting relationships with customers using its products and services, and the strengthening of customer relations is the basis for the Group’s assumed growth. The number of customers – both those who are connected to the distribution grid and those who have chosen the products and services offered by the TAURON Group – continues to grow.

In the shorter term, the Group’s priority is to improve its products and services in response to customer needs, also by shaping the offering in accordance with the sustainable development principles. Over the past year, there has been a significant acceleration in the construction of individual, prosumer photovoltaic installations (more than 278 MW of renewable sources were connected to TAURON Dystrybucja’s grid in 2019, with micro-installations accounting for 206 MW of that capacity). This is a trend which, in the opinion of the TAURON Group, will be continued and should result in expanding the scope of cooperation with customers. In this aspect, the Group is becoming a partner and the supplier-consumer relationship will evolve towards sharing of the services.

The next goal is to simplify and optimize the communications processes between the customer and the TAURON Group, as well as to increase the number of customer service centers in the field and to continuously improve electronic communications channels.

In the medium term, TAURON will be offering customers modern products and services to meet the customized expectations of selected groups. For this reason, an innovation ecosystem has been created, which, apart from issues related to continuous improvement of technology and reduction of negative impact on the environment, is equally focused on the tailoring the offering to the needs of the current and future customers in the best possible manner. The new approach to innovation, including through the use of the open innovation formula and the allocation, outlined in the Group’s Strategy, of at least 0.4% of the revenue to innovation, research and development, will bring measurable results in the coming years. It is assumed that electricity cost increases are likely to translate into increased interest in the activities aimed at improving efficiency. This interest will amplify the demand for products and services related to the improvement of energy efficiency, which will allow the TAURON Group to enrich the range of products and services offered. The availability of energy-saving devices and systems that reduce electricity consumption is growing, resulting in improved energy efficiency. Until now, mainly large enterprises and municipalities have been interested in services related to efficiency improvements. It is assumed that the increase in electricity prices will also generate interest in these activities among smaller enterprises and even households. Improvement of energy efficiency will result, in addition to financial aspects, also from the growing public awareness of the need to reduce the negative impact on the climate.

In the long run, the TAURON Group’s priorities with respect to customer centricity will remain unchanged, and the issues related to providing high quality products and services as well as an easy, interactive communications platform will be key to achieving success on the market. The tools of mutual communications will shift towards an increasing role of interactivity, shortening of the processes and increasing the transparency. It is assumed that a further development of individual power generation installations and the expected digitization of the metering (smart metering) will increase competition on the energy and energy related services market, while expanding the TAURON Group’s partnership relations with customers.

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