Innovative Measures for Improved Customer Interaction
The Société Régionale Multiservices (SRM) Casablanca-Settat has unveiled a set of significant initiatives aimed at enhancing customer proximity and improving service quality across the region. As of Saturday, April 18, 2026, customers can now pay their water and electricity bills at any SRM agency in Casablanca-Settat, regardless of their subscription location. This new arrangement eliminates the previous necessity of visiting multiple agencies based on the type of service or subscription zone, thereby streamlining processes, reducing travel, and facilitating smoother interactions at service points.
According to a statement received from lareleve.ma, this initiative is part of a broader strategy to diversify payment channels. In addition to the 80 customer service agencies currently operated by the company, users can also utilize mobile agencies, a network of over 5,500 partner payment points located throughout the region, and digital services that include the "Fatourati" portal, the official website, a mobile application, and banking services.
Expanding Reach and Enhancing Customer Relations
In an effort to strengthen its territorial presence, SRM Casablanca-Settat has initiated a program to establish new agencies, particularly in rural and remote areas. So far, three new agencies have opened in Laaounate (Sidi Bennour Province), Ouled Ali Toualaa (Benslimane Province), and Ouled Saïd (Settat Province). Additional openings are planned in the near future at Ouled Ghanem (El Jadida), Dar Chafii (Settat), Lahssasna (Berrechid), and Ouled Amrane (Sidi Bennour), with four more agencies scheduled to launch this year across the provinces of Sidi Bennour and Berrechid.
Moreover, urban network expansion will include three new agencies in the Casablanca prefecture, complementing the Bouskoura-Ouled Saleh agency inaugurated in 2025. Ten mobile agencies were deployed in 2025 to serve rural areas, with two more currently being established. By the end of 2026, SRM aims to increase its total number of contact points to 160 across the region.
Customer relations have also been bolstered with the establishment of a unified Customer Relations Center (CRC), accessible 24/7 through a single contact number. Staffed with over 60 tele-advisors, this center handles more than 600,000 calls and over 25,000 letters and emails annually, with the capacity to manage up to 10,000 calls per day during peak times. It also sends out more than 30 million SMS notifications each year to inform customers about their bills, unusual consumption patterns, or service incidents. The CRC boasts a customer satisfaction rate of 96% and a response rate exceeding 88%.
On the operational front, SRM Casablanca-Settat emphasizes a stringent consumption reading process based on actual readings of water and electricity meters. This operation follows a scheduled routine using a mobile application connected to the information system, enabling instant, secure, and verified data entry, along with real-time transmission and photographic documentation of meters. Almost all bills are based on actual readings, except in cases where meter access is not possible, in which case a regularization is promptly conducted once an actual reading is taken or when a customer submits their index.
Billing, which is based on actual consumption and adheres to the existing tariff structure, has not seen any increase since the company's inception. The bills include all necessary information for verification, such as recorded indexes, reading dates, quantities consumed, and applicable price tiers.
As a major operator in the region, SRM Casablanca-Settat provides drinking water and electricity distribution, as well as wastewater management and public lighting services across nine prefectures and provinces. The company serves approximately 5 million customers, including 2.7 million for electricity and 2.3 million for drinking water.
Through these various initiatives, SRM reaffirms its commitment to providing modern, accessible, and equitable public services, while continuing its efforts to modernize infrastructure, sustainably manage resources, and consistently improve service quality.
