Innovation, Digitalization and green energy in Tauron’s Customer Centric strategy
Tauron is consistently implementing its energy transformation strategy, with the Customer at its core. New products and services address the rapidly changing needs of the market, while digitalization and green energy have become natural tools to help the company achieve climate neutrality by 2040.
"TAURON listens to the needs of its customers and gives them the opportunity to help shape processes and offers. That’s why we are developing modern products based on solutions that encourage changes in electricity consumption patterns, such as dynamic tariffs, and we’re strongly focusing on digitalization. This not only helps reduce costs effectively, but more importantly, improves customer service and minimizes errors. Today, the customer is the starting point for all our actions", says Piotr Gołębiowski, Vice President of the Management Board of TAURON Polska Energia for Trade.
Offer based on dynamic electricity pricing
Tauron was the first on the market to launch a comprehensive offer based on dynamic electricity prices. The new tariff, tied to Day-Ahead Market (RDN) rates, allows customers to directly influence their bills by adjusting their energy use to hours when prices are lowest.
In response to customer expectations, the company also introduced a new invoice format with a clear summary, including usage comparisons, payment deadlines, and payment methods. Already, 700,000 people are receiving the new invoice, and 86% of them rate its clarity positively.
Tauron is also implementing support measures, particularly for businesses. Over the past few months, Tauron's advisors contacted tens of thousands of small and medium-sized enterprises that had signed long-term electricity contracts during the high-price period in 2022 and 2023. Signing a new contract by April 30 of this year allows them to benefit from current market rates and retroactive billing adjustments from January. These new contracts translate into an average price reduction of 42%.
Digitalization – Mój Tauron and electronic documents
The company is implementing a new customer experience management model, with 90% of cases resolved during the first contact and 94% of the remainder resolved within five days. Service channels have been tailored to cater to different age groups and digital preferences. Documents, forms, and procedures have been simplified.
The "Mój Tauron" app is one of the top-rated tools in the industry, with an average rating of 4.6/5, 2.7 million downloads, and 1.2 million active users. New features such as the energy assistant, chat, and personalized offers allow customers to quickly and independently handle their matters. System notifications remind users about payment deadlines or meter readings. As many as 92% of users rate the app positively.
Additionally, 2.9 million customers use e-invoices, reducing paper documents by 2.3 million annually and cutting the carbon footprint by 62 tons of CO₂.
Tauron is also expanding the use of electronic contracts and implementing blockchain technology for document transmission, with 700,000 consents to e-contracts already collected.
Tauron Dystrybucja – transparency and customer support
For individual customers, Tauron has developed the first comprehensive electricity tariff comparison tool in Poland, helping users choose the most cost-effective billing model (G11, G12, G13, G14 Dynamic). For investors, municipalities, and contractors, the company has created an interactive map of key investments planned through 2031, prepared in consultation with local governments.
Tauron is also running a broad educational campaign about reactive power. The "guardian" function was added to the e-meter app, and guides and FAQ sections were expanded. Customers now receive specific tips and tools to help reduce their costs.
The connection process is also being digitalized. By the end of the year, the entire process will be fully online, and customers are already receiving SMS and email updates on the status of their applications.
New technologies – e-mobility and green transport
Tauron is rapidly expanding its electric vehicle charging infrastructure. By 2035, the number of stations is expected to grow by 813%, reaching over 1,000 locations. Under the "Route Full of Energy" project, fast-charging hubs are being built along the A1 and A4 highways, with a planned total capacity of 7 MW by 2030.
New solutions and products are also being introduced: e-Tauron Fleet, e-Tauron Manager, a welcome bonus, and dynamic pricing for customers using Tauron’s EV chargers.
Source: https://media.tauron.pl/, photo: Grzegorz Lot, TPE CEO.