Genesis gets customer service boost

Genesis Energy is a CWEA finalist in the customer service category

Genesis Energy’s Field Services System (FSS) aims to better manage work orders and also improve customer service.

Before FSS was deployed, Genesis Energy used its customer asset and billing database to manage jobs. The trouble was the database was only partially automated and was inaccessible to third parties.

The risk of human error was huge and it was difficult to ensure work orders were completed properly.

FSS works by interacting with Genesis Energy’s customer, asset and mapping databases, and is used for all work orders except general faults.

Call centre staff, contractors and Genesis Energy staff previously used different systems to communicate via phone, fax or email.

Now they work within FSS, with field staff accessing the system via the web or mobile devices.

The potential for human error has been reduced and everyone involved in customer service, from the call centre staff to the engineer knocking on the customer’s door, is confident that he or she is doing the job requested.

They all have access to the same updated information, says Genesis Energy. The frequency of complaints around Genesis Energy’s field services has almost halved since FSS was implemented.

Genesis Energy now plans to extend the FSS system to include general faults. Other future plans include progressively integrating the system directly with the company’s service providers.

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