Information systems at the service of customers
The Company offers to its customers an information channel aimed at encouraging prompt and flexible communication, making it possible to obtain smart information according to their requirements, as well as communicating directly and informally through chats. In addition, there is a system of widgets and personalised notifications available for customers through the portal.
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2017 |
2018 |
2019 |
|---|---|---|---|
Transportation |
|
|
|
Active customers (shippers) (no.) |
128 |
136 |
150 |
New connection agreements for delivery/redelivery/interconnection points (no.) |
78 |
88 |
123 |
Contracted transportation capacity/Available transportation capacity (foreign entry/interconnection points) (%) |
71 |
79 |
64 |
Compliance with deadlines for issuing connection offers (%) |
100 |
100 |
100 |
Compliance with deadlines for performing services subject to specific commercial quality standards (%) |
100 |
100 |
100 |
Interruptions carried out with sufficient advance notice (%) |
98 |
97 |
97 |
Regasification |
|
|
|
Active customers (shippers) (no.) |
4 |
2 |
6 |
Compliance with the maximum time to accept proposals for monthly scheduling of deliveries (%) |
100 |
100 |
100 |
Compliance with maximum interruption/reduction of capacity for maintenance work at the terminal (%) |
100 |
100 |
100 |
Storage |
|
|
|
Active customers (shippers) (no.) |
89 |
91 |
83 |
Contractual storage capacity/Available storage capacity (%) |
100 |
100 |
100 |
Compliance with deadlines for performing services subject to specific commercial quality standards (%) |
100 |
100 |
100 |
Connection flow lines subject to supervision (%) |
100 |
100 |
100 |
Total capacity not made available following interruptions/reductions to the service (%) |
0 |
0 |
0 |
Main online systems at the service of customers
From May 22 2019 Snam opened a new digital commercial platform (Jarvis) for its customers aimed at improving commercial activities, developed in conjunction with market operators.
The platform, actively involving customers, aims at updating services and technologies supporting all transportation storage and regasification commercial processes. It proposes to encourage the offering of integrated services for the Italian market enabling possible solutions for the foreign market and it gives its customers the possibility of:
- viewing its active contracts and having access to the documentation;
- accessing the transactions, in detail, for calculating the balancing credit limit;
- independently managing their user profiles.
To facilitate the transition to the new platform, from July 2019, Snam launched a simulator of the new functionalities that will gradually be released available to the market operators.
Specifically, in September 2019, with the release of the Trading PSV system for gas trading activities, the new Jarvis platform came into force, at the same time as the progressive shutting down of the functionalities in the PSV system used previously.
At the end of the year the actions for releasing the designation of supply from storage were finalised; in March 2020, on the other hand, the release of the functionalities for managing the designation of injection in storage is planned. In 2020, a Customer Relationship Management (CRM) will be integrated on the digital platform and the Commercial Excellence Programme (CEP) will be completed, which breaks down into the development of three areas dedicated to the Group’s commercial personnel: “know-how”, “behaviour” and “tools”.
The programme is intended to improve and guarantee the Snam’s competitive advantage in the long-term, supporting the transition to commercial systems that operate excellently.