Uplifting our systems and tech to better meet customer needs

A new program will transform the way leading energy infrastructure business Jemena supports its customers.

The Customer Experience (CX) Uplift Project is a three to five year program which commenced delivery this month. The program will focus on enhancing existing technology, introducing new core technology and changing processes and systems to provide a better experience for all of Jemena’s customers.

Jemena General Manager Customer and Commercial Usman Saadat said that while the program is in its early stages, customers will start to see benefits from April 2023.

“As a business, we want to be a customer service leader. To achieve this, we need to enhance our communications and ensure our digital capabilities can respond to evolving customer needs and expectations.”

Mr Saadat said the improvements would have positive impacts for all Jemena customers, from residential customers to commercial businesses, across its electricity and gas networks.

“Ultimately, this change program will result in less time and effort for our customers. We are setting up an adaptable platform so we can help our customers more quickly.

“By modernising our systems, we’ll have quick and easy access to multiple customer data sources which will enable us to provide our customers with the information they are requesting right away when they ask for it, rather than the current process which is more manual,” he said.

Mr Saadat said the initial work starting now is part of a long-term approach to meet customer needs.

“Our ongoing commitment to the Energy Charter demonstrates we are focused on addressing customer expectations and we have been working hard to ensure customers are front and centre of our business model.

“Jemena is looking at a bigger picture with the CX Uplift Project. We have listened to our customers through our ongoing voice of customer program and we’ve talked to them at length about their needs to make sure we can improve and refresh our systems, and simplify our processes, in a way that is meaningful for them. We’re in an increasingly digital world, our channels need to reflect this and we need fit for purpose ways to facilitate two-way communication with customers,” he said.

The CX Uplift Project follows a suite of innovation projects, such as the use of voice-led artificial intelligence (AI) in the Jemena contact centre, all aimed at ensuring the customer is at the heart of all that Jemena does.