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Investor Presentaiton

Continuous focus on cost efficiencies Liberalised business: Supply 1 2 EM 3 endesa 4 Main actions ■ Call centers (integration and full call recording) ■ Externalisation of offices Unit Cash Cost (€/customer) (€/customer) Customer service Cost-to- Serve Digitalization ■ Electronic billing Back ■ Collection office ■ Process reengineering -21% 32 25 Processes efficiency ■ Increase contract activation rate ■ End-to-end process digitalisation and tele-selling technological platform Acquisition Costs 2011 2013 ■ Channel Mix optimisation Sales ■ Plan to increase customer loyalty strategy ■ Cross-sales enhancement 60

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