ANNUAL INTEGRATED REPORT 2021

ANNUAL INTEGRATED REPORT 2021 | AXTEL sperto III alestra sperto Tech cast alestra BIENVENIDO! 8 Disponible Sy 00 Captamery 10 ADELANTE We also have Alestra One Touch which provides customers with a self-service portal indicating the status of events and requirements, as well as information on account statements, invoices, payment plug-ins, active services, orders placed and in progress. During the year, we made improvements to technical requirement forms and conducted satisfaction surveys for the portal as well as for interactions with the portal. For 2022 we will continue to enable further functionalities to serve customers. With the same goal, we implemented 32 initiatives focused on improving the customer experience at all stages of the value chain of our solutions and services by automating processes and tools, ensuring greater coordination and agility of work teams, offering training and high specialization programs for employees, as well as more proactive and closer communication with customers. CUSTOMER PROXIMITY: PROACTIVE AND TIMELY DETECTION OF NEEDS Despite the adverse panorama due to the pandemic in 2021, we decided to get closer to customers by implementing an initiative supported by digital interaction channels and focused on proactive and consultative service to promptly identify any failure, incident, or dissatisfaction with Axtel's services. Together with the customer service agent and customers, we drew up a schedule of visits including at least three or four proactive visits per year depending on the customer's segment. Following this strategy, we have considerably increased the number of visits per customer segment, consolidating a close and long-term relationship differentiated by the quality of our service. 22 CURRENTLY, MORE THAN 5,000 CUSTOMERS ARE REGISTERED AND INTERACT WITH ALESTRA ONE TOUCH

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