Reclami Gas e Luce
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Overview
ReclamiGasELuce.it is a digital platform designed to simplify the management of complaints against gas and electricity suppliers. The project was created to turn a process that is often complex, fragmented, and hard to access into a guided, clear, and automated experience, from complaint completion through formal PEC submission or the later management of the case.
Problem
Users who need to submit a complaint to their energy supplier often face unclear forms, procedures that vary from company to company, and bureaucratic steps that are difficult to manage independently. At the same time, the internal team needed a more structured system to collect data, qualify cases, monitor complaint status, and reduce manual operational work.
Solution
A web platform was designed and developed with a guided flow for creating a complaint, based on companies, issues, and predefined templates. Users can enter the required data, upload supporting documents, complete online payment, and choose whether to send the complaint themselves or delegate the submission. The platform integrates external tools for payments, email sending, digital signature, consultation booking, and analytics tracking. The backoffice is connected to Notion, used as an operational CRM to manage cases, assign identifying IDs, and monitor progress.
Outcome
The result is an evolved MVP that digitalizes a traditionally manual process, improving the user experience and reducing the team’s operational workload. The platform makes it possible to collect complaints in a structured way, automate part of the management process, and enable new services such as consultations, ARERA conciliation, and advanced case management.