What's Happening?
The Australian Gas Infrastructure Group (AGIG) is progressing into the second phase of its Customer Relationship Management (CRM) transformation. This initiative aims to establish a more connected, transparent, and proactive service model. AGIG, which supplies gas to over 2 million homes and businesses, is utilizing SAP Service Cloud as the technological foundation for this transformation. The first phase centralized and streamlined customer service processes across various business units, improving visibility and enabling real-time analytics to preemptively identify issues. The second phase focuses on expanding customer engagement capabilities, particularly in marketing and outbound communication, to better manage stakeholder relationships and proactively engage customers. The transformation has already resulted in significant improvements, such as a 400% increase in vulnerable customers on the operator service register and a 75% improvement in processing requests from these customers.
Why It's Important?
This CRM transformation is crucial for AGIG as it enhances the company's ability to provide efficient and responsive customer service, especially during emergencies and outages. By aligning field staff, customer service representatives, and digital channels, AGIG aims to ensure clear communication and quick resolution of customer requests. The initiative also benefits other stakeholders, including gas retailers and councils, by creating seamless and frictionless behind-the-scenes processes. The improvements in handling inquiries and provisioning services for vulnerable customers demonstrate AGIG's commitment to supporting those in need, which is vital for maintaining customer trust and satisfaction.
What's Next?
Future phases of the CRM transformation will involve integrating more systems and data sources with the SAP CRM. AGIG has developed a roadmap to guide this work, which will further enhance its customer engagement capabilities. As the transformation progresses, AGIG is expected to continue improving its service delivery and stakeholder relationships, potentially setting a benchmark for customer service in the gas distribution industry.
