Executive Manager, Business and Customer Service
3:20 PM Case Study: Western Power’s CRM Approach to Understand their Customer Base and Build Contact with Community
Western Power has been delivering energy safely, reliably and efficiently for more than 70 years to residents and businesses across Western Australia. Despite being a state government owned corporation, with the rapidly changing landscape and customer energy needs evolving, Western Power continues to strive to keep their customer connected every step of the way. With this in mind, the organisation has undergone a process to implementing a new CRM which will help the contact centre and other customer contact points to move with the customer in their changing energy future.
- Breaking down legacy systems and processes: Insights into Western Power’s journey to upgrading and implementing a new customer management system and how they overcame barriers
- Understanding customer contact points and the benefits for the customer to leverage better interactions and relationships for the future
- Observing and analysing the customer’s approach with agents to provide focus and clarity on customer journey mapping and where to move forward digitally in the future