British Gas and Localz are working together to improve customer experience on the day of appointment and reduce abort rates. Localz “on my way” communication advises British Gas customers on their engineers live ETA, enabling them to track their approach on a real-time map and interact when required. Customers are more informed and aren’t chasing their engineer’s arrival. First time access has radically increased.
British Gas engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. Engineers said it was difficult to make contact with their next customer when they were on their way. In some cases, this meant they were late to an appointment and the customer had not been informed. These poor experiences led to anxious customers and increased calls into contact centres checking the arrival time of their engineers.
Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer. Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two-way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre. The solution is being used by 7,000 British Gas service and repair engineers. The increase in their first time access rate has enabled British Gas to achieve its goal of delivering best in class customer service as the leading energy supplier in the UK.
“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications. The Localz solution is a vital part in helping us as our organisation grows”.
- Technology and Innovation, British Gas.
British Gas is the UK’s leading energy supplier and serves around 12 million homes in Britain – nearly half the country’s homes – as well as providing energy to one million UK businesses. British Gas provides “value for money, dedicated customer service, innovative energy solutions and the highest quality Home Services expertise in the country.”
For more information: https://www.britishgas.co.uk