Expert conversations deliver customer benefits

An innovative gas network customer program – ‘Meet the Expert’ - is facilitating two-way communication between Jemena and retailers, strengthening relationships and delivering better outcomes for customers. 

Gas Distribution Connections Lead Nathan McMillan said the Jemena gas connections team has been investing time and resources in order to deliver better outcomes for customers and improve the sharing of knowledge and expertise.

“Our team really wanted to continue the conversations we were having internally around delivering an enhanced customer experience and expand this to retailers, and this is how the ‘Meet the Expert’ program was born. 

“The program involves hosting regular forums with retailers and is designed to strengthen our relationships with them, provide knowledge uplift from our experts and give retailers an opportunity to learn more about the technicalities of gas connections. 

“It also opens a dialogue for us to find out from retailers what they’d like to see from us and how we can do better and work better together. The program allows our Jemena ‘Experts’ further exposure to retailers, highlighting their subject matter expertise and increasing their ability to develop stronger relationships with their counterparts and implement change from the learnings of the sessions.

“By mutually understanding all sides of the customer journey, we can all be more efficient, improve our processes and the customer experience” he said.

Nathan said the program was piloted in late 2021 and early 2022 with stakeholders from AGL, Origin Energy and EnergyAustralia and their feedback has informed the program design, topics covered and further resources and information required.

“As we continue the program and roll out to more gas connections stakeholders later this year, we’re looking to have more time dedicated to Q&A, giving our retail partners an opportunity to spend more time with our Jemena experts and understand our processes better. Gas abolishments and safety in particular will be key topics, focusing on how we all play a role in keeping our communities safe.”

Feedback from participants on the ‘Meet the Expert’ program has been so positive that the business is looking to expand the program to different areas across the business, said Nathan.

“The best part of my role is seeing impactful change being delivered. There is nothing better than working on a project which not only makes life easier for our customers but also for our team. Improving the overall experience for all parties is something I love and receive great job satisfaction from,” he concluded.