acn energyreps.acneuro.com/.../docs/it/energy_processguide_it_en.pdf · 2020-02-05 · some helpful...

Order Process Guide

ACN Energyin partnership with ENGIE

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Step 1IBO Registration process,

e-learning andtest compliance

Step 2Customer to order

energy service

Step 3Engie – activation of service

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Order Process

Step 1

IBO Registration process, e-learning and

test compliance

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Some Helpful Tips for the IBO REGISTRATION

1. To avoid any challenges with the registration, the IBO should make sure the following information is correctly provided:― Social Security Number (Codice Fiscale)― E-mail address― ACN Business ID

In case the information provided was incorrect and the IBO needs to correct them, they should contact ACN IBO Services.

2. After the registration is completed, the IBO will receive a confirmation e-mail with login details for the E-learning section and online test. If the IBO did not receive an e-mail they should:― check their spam box and if not found― contact ACN IBO Services to retrieve their login details.

3. After the IBO has passed the test, their account in the Engie Order Portal will be activated within 24 hours. If there are any issues with placing the order after this time, the IBO should contact ACN IBO Services.

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Step 1 IBO Registration, e-learning and test compliance

Go to your ACN Online Shop and click on the Energy Partnership icon. The website will give information about the Energy partnership and important information regarding the registration and order process. Click on the button to continue to the Engie website.

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Before being able to offer Energy services to customers, the IBO must first complete a one-time registration process and pass a test about the product knowledge, commercial good practice and Engie ethic code. Click on the Registrati link to start.

The E-learning and Gestione Prodotti links require a login and password that the IBO will receive via e-mail after registration.

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The IBO is redirected to the registration form and should complete the following fields:

Click on AVANTI to complete the registration.

Please note that you need an Italian social security number (Codice Fiscale) when you register to offer Energy services with Engie.

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Nome Cognome

When the registration is completed, a pop-up appears with the following message:

It is possible to view and print the Personal Badge by clicking on the corresponding icon.

The IBO will receive an e-mail with a username and password in order to access the Engie portal and complete the test. Please note that the email might end up in the spam folder. If you have not received the email please contact ACN IBO Services to request the login details.

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Cognome Nome

The E-learning section can be accessed with the username and password received from Engie.This section of the website contains training materials that will prepare the IBO for the test and provide all the information needed to sale the products.

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The questionnaire will help the IBO understand which answers are correct and which answers need correction.

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Now the IBO can access the Elearning link and start the test.


When the test is completed it can take up to 24 hours before the IBO account in the Order Portal (Sales Force) will be activated.

The IBO will receive an email informing them that they can now start acquiring energy customers with Engie. They are informed as well about their unique Engie seller code that is required to login to sales portal.

If the IBO did not receive an e-mail, they should first check their spam box and if not found, contact ACN IBO Services to retrieve their login details.

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Once the test has been completed the IBO will be redirected to a confirmation screen.


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PRODUCT – general overview

ENERGY - dedicated for residential and business customers

• DUAL (ELE+GAS), • ELE only, • GAS only

Residential tariffs:

myBonus extra – with welcome bonus and discounted maintenance of boiler or water heater

3inUno – with possibility to choose up to 3 discounts

Zero Problemi – FREE insurance package chosen from the 6 offered

Business tariff:

eFix Plus

Step 2Customer to order energy

service

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TIPS – ORDER SUBMISSION

1. If you use your own computer to place orders together with your customers, for each order you will need to delete the cookiesand empty the browser cache before clicking on the ACN link to access the Engie website.

2. The customer should prepare the following documents before starting the order process:― Last bill― IBAN― ID document

3. To avoid any challenge with the registration of the new customer, the IBO/Customer should assure that the:― Social Security Number (Codice Fiscale, Codice Fiscale Azienda and Partita IVA Azienda for business ) and meter number (POD)

match the ones featured on the latest supplier invoice― Name, surname are correct and― E-mail address is valid

Currently, there are some issues receiving the activation link to Microsoft e-mail addresses (such as Hotmail, Outlook, Liveor Passport). It’s advisable to use a different email provider like Gmail.com or Libero.it.

The Social Security Number and name, surname of the customer can be modified only while the customer registration isincomplete. After the order is submitted, Social Security Number and Customer’s name can no longer be changed.

If the current supplier’s invoice features an incorrect Social Security Number, the customer should contact the current supplier anddistributing company to have it corrected before registering with Engie.

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Step 2 Customer to order energy service


Entering the PDR/POD numbers

Please enter only the first 14 digits of the POD number.

Once you have entered the service details, an online validation with the Sii national database will take place to match the

combination of meter identifier with the Codice Fiscale/VAT number.

If an error message appears at this stage, it might be related to:

• Inconsistencies between the customer’s Codice Fiscale (or C.F. and P. IVA) and Meter Identifier (POD). According to the

distributing company, there is no active supply at this time for this combination. It is possible that the combination of Codice

Fiscale and/or Partita Iva and POD are incorrect.

• The customer not having an active supply

• A possible outstanding account. Due to privacy reasons, this is not communicated to Engie.

• Errors in the distributing company’s database

• The Sii database being occasionally overloaded. You can retry in the evening or weekend.

Any issues related to the distributing company should be checked by the customer with their local distributor (distributore

locale).

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4. During the process of order submission the customer provides login details, this information is essential to track the order. It’simportant to write them down for future reference. If the customer forgets their login details they can retrieve them in theCustomer Area.

5. If the customer’s address is not found in the database when placing the order, the IBO should contact ACN in order to escalate it toEngie.

6. After the order is submitted, the customer receives the confirmation e-mail with the account activation link. If the customer does not receive it they should:

- Check in the spam folder, and if not found: Contact IBOs Services

Microsoft email addresses (such as Hotmail, Outlook, Live, MSN or Passport) are experiencing issues receiving the activation link. If you registered with a Microsoft email account, you will need to wait 15 days and start again the registration process using a different email address such as gmail.com or libero.it.

7. At the end of the process Engie will send an e-mail to the customer with the contract documentation. If the customer does not receive it they should:

- Check in the spam folder, and if not found- Enter the Customer Area from the Engie website using the login details provided in the registration form and download

the contract documentation✓ If any problem is encountered when downloading the documentation, the customer should contact Engie’s Customer Service to

request the paperwork

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Go to your ACN Online Shop and click on the Energy Partnership icon. Click on Accedi all’Area Partner Engie to continue to the Engie website.

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Click on Gestione Prodotti and select Genera Contratti. You will be requested to login providing your unique Engie seller code and your ACN business ID. You will be redirected to a catalogue of products dedicated to ACN.

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V-123456

7801234567

(indicate the ACN code)

Click on Per la tua Casa for residential customers or Per la tua Impresa for small business customers. Please note that MyBonus is available for residential customers only.

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When you have selected the offer you will be redirected to the website with the detail information about the offer and advantages of the service provided by Engie. To choose the offer, the customer should select Attiva subito l’offerta.

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2. Selecting the service choosing between Light, Gas or Light and Gas, then click on continue

3. Selecting insurance package (Zero problem offer)

When an IBO/Customer activates an offer, the following pop-up’s appear:

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a b


1. Checking coverage of the service (for the services that are available just in selected areas)

4. Log in as a new customer, or, if the customer already has an active supply with Engie, log in to your account

Select your insurance package

Customers that haven’t registered yet will have to provide their1. personal details, 2. ID document details (ID number, issuing authority, date of issue)3. information about the property, and 4. payment details.

At the end of the process Engie will send an SMS requesting the customer to upload their ID in order to complete the order. Therefore it is important that the customer provides their correct mobile number, that the ID details are carefully filled in and match with the customer’s ID, and that the provided details should the service subscriber of the previous energy provider.

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During the order process, the Sii national database will validate that the combination of meter identifier matches the Codice Fiscale/VAT number. Should an error occur the customer should contact their current supplier.


The customer’s username is own email address and customer needs to agree to the Terms and Conditions.

After following this steps a pop-up containing the order summary will appear. Once the information is agreed to, the customer will be redirected to a screen where they will be instructed to complete the order by clicking on a link sent via a confirmation email.

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Once the order process is finalized the customer will see a confirmation screen.After completing the order, Engie will send the customer an email with their contract attached. If the customer does not receive the e-mail, they can either call Engie’s Customer Service to request it or download it via the Engie Customer Area.

The customer will be provided an activation link. When accessing it, they will be requested to enter a password and secret questions that will serve as credentials to their Customer Area (Area Clienti). It is important that the customer remembers their credentials, as they will need them to upload their ID.

To complete the order a copy of both front and back of the customer’s ID (ID card, Passport) should be uploaded in PDF or TIFF formats on the Engie Customer Area. The IBO should ensure that the customer’s ID:- Has not expired,- Is readable (the photo, personal details, signature and expiry date must be clearly visible)- Corresponds to the document that was used during the order submission- Matches the service subscriber of the previous energy provider

Engie will send the customer an SMS reminder to upload their ID one business day after the order was submitted. Notifications will be sent to the IBO as well.

If the bank account holder is different than the person that subscribed the order, it is necessary that the bank account holder signs a SEPA Debit Charge authorization form, available in the Engie Customer Area, and upload it with the other required documents to complete the order.

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The customer needs to login to Engie Customer Area. If wrong credentials are entered three times, the access will be blocked for 15 min. He needs to select “Stato pratiche” from the profile drop-down list that is available in the upper right corner.

Redirect to the list of orders that were submitted followed by clicking the number of order to check the details.

Oops, the email or password is wrong!

For security on the third attempt we will block access for 15 minutes.

Step 2 Order submission by customer – ID upload

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Request for take-over

Verification and validation of ongoing contractual documentation

Request sent to the Distributor

Waiting for confirmation from the Distributor

Request accepted by the Distributor. In activation

Request closed successfully

The customer can check the status of order and upload required ID document:

Upload document


▪ The order is incomplete until the subscription is confirmed by the Customer.▪ ID verification is done after positive check call.▪ The order will be rejected if customer ID (ID card or Passport) is not uploaded in pdf or tiff

format on the Engie Customer Area.

IBO should ensure that customer ID is: - not expired,- front and back, readable (photo, personal details, signature, expiry date must be visible)- corresponds to the same document that was used during order submission- matches the service subscriber of the previous energy provider.

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During the subscription of the order phase, Customers should not call this number as the order can be perceived as direct sale with Engie.


Day 1 after order submission - ACN sends:

- email to the customer and IBO to remind about check call and ID upload requirement with the instruction how to do it correctly and

- SMS to IBO with check call and ID upload reminder

"Your Engie order <ORDER_NUMBER> is

incomplete until the subscription is confirmed

by the customer. Make the customer aware

that Engie will try to reach them from the

number +39 02 87368203. Make sure a copy

of a valid customer ID (ID card, passport)

front and back, is uploaded in PDF format in

the Engie Customer Area .

To learn how to upload ID successfully check

the tips available on your Back Office (link to

pdf document)”

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Step 3Engie – activation of service

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CHECK CALL – CONFIRMATION PROCESS

Call from fixed phone

02-87368203Sending

SMS

Sending

SMS

Call from

fixed phone

Subscription

confirmed?

Pending

contract

feedback

“Dear Customer we need to contact you for your new supply request signed in recent days with Engie. Kindly contact us at 0287368203 for the necessary information. Thank you."

THE CUSTOMER WILL BE CONTACTED BY THE NUMBER +39 02 87368203 - IF THEY DO NOT ANSWER SMS WILL BE SENT BY THE SAME NUMBER.The customer should call the number provided in SMS and press ‘1’ to be called back.

Step 3: Engie - activation of service

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The order that was submitted has status:

The order will remain as incomplete until the subscription is confirmed by the Customer. Text message is sent to IBO if check call is still pending (on day 3 and 7 after order submission) Depending on the check call result the following statuses will be visible in PCL.

In PCL

Incomplete New order submitted. Pending check call

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The cooling off period is 14 days. If the customer revokes during the cooling off period the status will change to Revoked.

In PCL

Incomplete/Revoked New order has been revoked by the customer during cooling-off period

Important: Only customers have the right to contact Engie with issues or questions about their orders. ACN IBOs are notallowed to contact Engie on behalf of their customers. Engie will not provide any information concerning their customersto anyone other than the customers themselves.

Your Engie order <ORDER_NUMBER> is stillincomplete – pending confirmation of thesubscription by the customer. Make the customeraware that Engie is trying to reach them from thenumber +39 02 87368203.

In PCL

Incomplete Check call negative – subscription has not been confirmed by the customer

Active Check call positive – subscription has been confirmed by the Customer

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When check call is positive Engie performs ID validation check. ACN sends SMS to IBO with the ID rejection reason.

Your Engie order <ORDER_NUMBER> hasbeen rejected as required customer IDdocument is missing. To complete the orderthe customer needs to upload a front andback copy of a valid customer ID (ID card,passport) in PDF format in the Engie CustomerArea. To learn how to upload ID successfullycheck the tips available on your Back Office(link to pdf document)

Your Engie order <ORDER_NUMBER> has beenrejected as attached customer ID document isnot readable. Ask your customer to uploadthe document again. Make sure the documentis readable (photo, personal details, signature,expiry date must be visible).To learn how toupload ID successfully check the tips availableon your Back Office (link to pdf document)

Your Engie order <ORDER_NUMBER> has beenrejected as attached customer ID document isnot correct – front part is missing. Ask yourcustomer to upload the document again.Make sure the both sides of the customer ID(ID card, Passport) are uploaded. To learn howto upload ID successfully check the tipsavailable on your Back Office (link to pdfdocument)

Your Engie order <ORDER_NUMBER> has beenrejected as attached customer ID document isnot correct – back part is missing. Ask yourcustomer to upload the document again.Make sure the both sides of the customer ID(ID card, Passport) are uploaded. To learn howto upload ID successfully check the tipsavailable on your Back Office (link to pdfdocument)

Your Engie order <ORDER_NUMBER> has beenrejected as attached customer ID documentexpired. Ask your customer to upload thecorrect document again. Make sure thedocument is not expired. To learn how toupload ID successfully check the tips availableon your Back Office (link to pdf document)


AFTER COOLING OFF PERIOD

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❑ If check call was positive and ID was uploaded correctly Engie sends switch request to Switching Office who sends it to

distributing company (it may take up to 90 days for the switch to be completed.)

❑ If is accepted the status remains Active.

After switching the customer can contact Engie to activate the service that was selected within the offer (eg. boiler

maintenance, smart thermostat).

❑ If switch request is rejected the order will be purged in VIP.

❑ If the customer was not reachable to confirm the subscription the order is cancelled by Engie.

❑ The customer has up to 30 days after order submission to upload their ID. If not done the order will be automatically

cancelled by Engie system.

If document is uploaded again (within 30 days) another check will be done by Engie. If document uploaded correctly the

switching process will start.

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ZERO PROBLEMI – activation path

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The customer signs the offer by

choosing, at the same time, also the

insurance package

The choice of the insurance

package is mandatory during the

subscription phase and cannot be

postponed to a later date!

The customer receives the contractual kit

of the offer with the General Insurance

Conditions relating to the chosen

package

Activation of ENGIE supply

Generally within a few hours from the

activation of the supply, the

customer receives a communication

confirming the activation of their

insurance package.

1 3 4

The customer receives a notification via SMS about the

activation of the supply.

In this communication, the customer will be reminded

of the specific insurance package, chosen during the

signing of the contract.

In the welcome letter that

accompanies the contract kit, the

name of the insurance package

chosen will be reported

The customer chooses ONE package

from those available!

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ZERO PROBLEMI – what to do in the event of a claim?To take advantage of AXA Assistance services, the customer must contact the Operations Center at the following contact number:

800 27.24.24Numero urbano 06 42.11.57.62

The customer must qualify as an "ENGIE Insured" and communicate the following data, depending on the insurance package that has been chosen:

▪ collective policy n. 100209728;

▪ surname and name;

▪ vehicle license plate;

▪ plate number, type and brand of

vehicle;

▪ place where it is located and telephone

number to be contacted;

▪ requested service


▪ surname and name;

▪ telephone number to be contacted;

▪ performance required

▪ personal data of the Insured;


▪ type of intervention requested;

▪ temporary telephone number;

▪ Hospital data (name and telephone number,

hospitalization ward, name of the doctor who

took care of the patient);

▪ contact details of any family members / carriers

traveling with the Insured.

Pacchetto Auto Pacchetti Casa, Over 65, My Family, My Pet Pacchetto Viaggi

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EXCEPTION PROCESS

ORDER VALIDATION PROCESS FOR DEAF/HANDICAP CUSTOMERS THAT ARE NOT ABLE TO ANSWER A

CHECK CALL

EXCEPTION PROCESS FOR HEARING IMPAIRED CUSTOMERS

❑ Just after an order is placed, the customer should upload on Engie Customer Area the following documents :

✓ Valid identity document, front and back

✓ Certificate or Report issued by ASL or INPS attesting the invalidity (Certificato o Verbale dell'ASL o INPS attestante l'invalidità)

The documents must be clearly legible on both sides

IMPORTANT: the above does not relieve the customer from the obligation to upload their ID document.

❑ The check call should be ignored by the Customer.

❑ IBO should inform ACN (via e-mail [email protected]) that a given order has been placed for a hearing-impaired customer. He should provide the customer name and order number.

NOTE: Information should be sent after uploading all required documents by the Customer.

❑ ACN will send an exception request to Engie to proceed with the connection for the customer.

If after Engie's verification it turns out that the required documents are missing - the order will be immediately cancelled

mailto:[email protected]

acn energyreps.acneuro.com/.../docs/it/energy_processguide_it_en.pdf · 2020-02-05 · some helpful...

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