Going digital to keep customers in the loop

A new digital portal is helping streamline communications for new customers and applicants to the Jemena gas network in New South Wales (NSW).

Following a successful trial aimed at improving the information provided during the connection process, the enhanced digital focus is a direct result of listening to what our customers want from us, explains Jemena Commercial Manager – Gas Distribution, Alban Delpey.

“We wanted to give our customers and applicants for new connections - such as builders, developers and plumbers - greater visibility of the progress of their gas connection process,” he said.

The digital portal allows customers and applicants to upload any required documentation, anytime and anywhere. They will receive email and SMS notifications with a unique link to digitally upload documents, a significant improvement in terms of user experience.

Mr Delpey said feedback from customers and applicants around receiving timely SMS and email updates on the status of their new gas connection had also been implemented.

“The enhanced communications approach is more proactive than our traditional methods. Notifications are being sent informing the scheduled connection date, reminders and when the work has been completed, as well as updates if there are any unexpected delays,” he said. 

Mr Delpey said Jemena welcomes feedback from customers and applicants on the new system.

“We are striving to continually deliver a better experience for our customers. Our Customer Experience (CX) Uplift Project which commenced last month will further build and enhance our communications and ensure our digital capabilities can respond to evolving customer needs and expectations,” he said.