Last Friday, Metro de Madrid formalised the CIAC (Interactive Customer Service Centre in Spanish) service contract with the ONCE and ONCE Foundation business group, Ilunion.
For 3.16 million euros, the company will be responsible for the telematic customer care for the next three years, with the option of two extensions of one year each.
Ilunion takes over from itself. Although Metro awarded the current contract to Servitelco in October 2018, the latter was taken over by the new contractor in December 2022.
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The company will be in charge of the telematic attention to the users of the Madrid metro through its 4 channels:
- Telephone: customer service, supplier service and Metro de Madrid shop.
- E-mail: same as the telephone service.
- Chat: attention through the virtual assistant on the Metro website and its new WhatsApp chat.
- X: contact through the company’s profile on X.
In addition, they will be responsible for managing internal and external surveys, information and sales campaigns.
The contract was awarded on 10 September and the formalisation of the contract was executed on 10 October.