Flogas Customer Excellence Awards Winner – Productivity: Customer CareYou are here: >
Flogas Customer Excellence Awards Winner – Productivity: Customer Care
Flogas has over 30 years of experience in providing alternative energy solutions to domestic and commercial customers in the UK. From Liquefied Petroleum Gas (LPG) supply to cutting-edge solar PV systems and wind turbines, they deliver affordable energy solutions that are reliable, safe and expertly managed. As the gas industry in the UK is dominated by the big six energy grid players, Flogas provides gas for customers who cannot get on the grid.
Flogas have 110,000 customers. Flogas’ fifty customer service agents take half a million inbound calls a year and also make outbound calls to their customers.
However, Flogas were over reliant on what was in their staff’s heads and it was pretty obvious that Flogas needed a CRM platform. Flogas researched the market and quickly narrowed down that Microsoft CRM was the right solution for them.
John Clements, Flogas Sales & Marketing Director says “It is just breath taking in terms of the difference. Productivity levels have gone through the roof since we put this in place. From an inbound perspective, we get to the customer information very quickly and are to solve their problems very quickly. We have to be a pleasure to buy from and be really easy to do business with. Actually Microsoft is one of our key enablers at our customer care team and our call centre so we can provide that seamless experience.”
He continues “To be recognised by Microsoft is just breath taking for us. It’s credit to our partners at eBECS, it is also credit to our team who have embraced the product. eBECS just stood out and delivered on their promises. They have been really good, leading us from conception all the way to execution. The speed in which they have done the CRM implementation has been breath taking – twelve a half weeks from signing off the CRM project to going live! The feeling is one of genuine excitement for the future.“