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Australian Power & Gas

Australian Power & Gas

Date: 10 July 2013
Category: IT Solutions

Overview

Publicly listed energy retailer Australian Power & Gas (ASX: APK) set out to challenge the big incumbent energy retailers and help Australians save money on their home energy. Australian Power & Gas has been ranked one of BRW’s fastest growing companies, currently providing electricity and gas to 340,000 customers in New South Wales, Queensland and Victoria.

Industry

  • Utilities

Challenges

  • Accurate capture of field agent competency, complaints and action tracking
  • Error-free compliance reporting

Solution

  • Enable complaints to be managed in a consistent manner
  • Automate tasks such as escalations

Results

  • Aggregation of information for insight into emerging issues
  • Reduced complaints via the Ombudsman resulted in massive cost savings
  • Evidence-based marketing direction