Australian Gas Infrastructure Group Initiates Next Stage of CRM Revamp
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AGIG Initiates CRM Revamp to Improve Customer Experience
Quick Read
- AGIG is currently in the second stage of its CRM revamp.
- Deployment of SAP Service Cloud is designed to enhance customer interaction.
- Emphasis is placed on upgrading services for at-risk customers.
- Centralised service operations have already improved problem resolution.
- Upcoming phases will incorporate additional systems and data sources.
CRM Revamp Journey
The Australian Gas Infrastructure Group (AGIG) is progressing with the second stage of its Customer Relationship Management (CRM) revamp. The initiative seeks to create a more interconnected, transparent, and proactive service model for its 2 million clientele.
At the SAP NOW AI summit in Melbourne, senior project manager Monther Alnababteh provided updates on the initiative’s progress. The first stage centralised and optimised customer service across different business sections, resulting in improved visibility and analytics capabilities.
Enhancing Customer Interaction
The second stage concentrates on enhancing customer interaction, particularly in marketing and proactive communications. This stage is aimed at strengthening relationships with stakeholders and fostering customer engagement.
AGIG intends to merge additional systems and data sources with SAP CRM, guided by a comprehensive roadmap to direct this effort.
Assisting At-Risk Customers
Although AGIG mainly operates as a distributor and does not engage directly with consumers, it keeps a priority services registry for at-risk customers in Victoria, South Australia, and Queensland. The CRM revamp has notably improved support for these individuals.
Since the revamp was launched, registrations for at-risk customers have surged by over 400%, while processing durations for these applications have seen a 75% decrease. Additionally, inquiry resolution times have improved by 25%.
Benefits for Stakeholders
Aside from customers, other stakeholders such as gas retailers and councils stand to gain from AGIG’s revamp. The objective is to ensure smooth communication and swift problem resolution during critical situations like emergencies and outages.
Conclusion
AGIG’s CRM revamp, supported by SAP Service Cloud, is advancing to boost both customer and stakeholder engagement. With noteworthy advantages already seen in service delivery, future phases will further integrate systems to enrich the overall customer journey.
Q: What is the aim of AGIG’s CRM revamp?
A:
The revamp aims to develop a more connected, transparent, and proactive service model to enhance engagement with customers and stakeholders.
Q: How did phase one of the revamp benefit AGIG?
A:
The first phase centralised and optimised customer service processes, improving visibility and enabling real-time analytics for identifying issues.
Q: What improvements have been observed for at-risk customers?
A:
Registrations for at-risk customers increased by over 400%, processing times improved by 75%, and inquiry handling times saw a boost of 25%.
Q: Who else gains from AGIG’s revamp besides customers?
A:
Other stakeholders, including gas retailers and councils, benefit from enhanced coordination and seamless communication during service provision.
Q: What are the future plans for AGIG’s CRM revamp?
A:
Future stages will involve integrating additional systems and data sources to further enhance engagement with both customers and stakeholders.