|
|
|
|
| Customer First |
|
PowerSeraya’s excellent track record can be attributed to our customer and commercial focus. Key to this are our employees who have transformed the way we do business and engage our customers. On the retail end, Seraya Energy is in a service sector selling electricity as a commodity. Beyond price as a differentiating factor, our ability to ensure customer satisfaction and customise energy solutions gives us an extra edge. Our landlord tenant accounts have grown exponentially since 2005. We have provided value-added services such as tenant credit control, collection of tenant security deposits and call centre support to landlords. Our strong in-house billing operations team backed by a custom-built billing system also ensures that customers are billed accurately and in a timely manner. To further empower customers, we offer an online customer portal SENERGY that operates round the clock to let our customers view their monthly bills, consumption details and generate reports needed for their daily operations. The SENERGY portal was also enhanced with an e-Billing system to encourage customers to go paperless while receiving timely notifications through SMS or email. As a customer-focused retailer, we have been recognised for our commitment to service and operational excellence. The Contact Centre teams ensure that 95% of negative feedback is resolved within five business days and 85% or more interactions are resolved in one contact. The staff at Seraya Energy share the common goal of providing world-class services to our customers, giving them a new and positive experience when they purchase electricity from the de-regulated market. Customers will continue to direct the priorities of our business and in turn the PowerSeraya Group will continue to listen, innovate and better the customer experiences offered in the retail market. |