What is the story about?
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. The transformation is built on the SAP Service Cloud platform, which has already centralized and streamlined customer service processes across multiple business units. This has improved visibility and allowed service staff to use real-time analytics to preemptively address 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 the number of vulnerable customers on the operator service register and a 75% reduction in processing time for registration applications.
Why It's Important?
This transformation is significant as it enhances AGIG's ability to provide better customer service and support, particularly for vulnerable customers. By improving the efficiency and responsiveness of its services, AGIG can better manage high-stress situations like emergencies and outages. The initiative also benefits other stakeholders, such as gas retailers and councils, by ensuring seamless coordination and communication. This proactive approach not only improves customer satisfaction but also strengthens AGIG's position in the energy sector by demonstrating a commitment to innovation and customer care.
What's Next?
AGIG plans to continue integrating more systems and data sources with the SAP CRM as part of its roadmap for the transformation. This will further enhance its ability to provide a seamless customer experience. The company aims to align its field staff, customer service representatives, and digital channels to ensure clear communication and quick resolution of customer requests. As the transformation progresses, AGIG will likely focus on maintaining and improving these efficiencies to support its long-term goals of customer satisfaction and operational excellence.
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