New systems will enable the world’s largest district cooling provider to meet increased customer base.
Empower, the world’s largest district cooling services provider, announced today that improving their customer service experience will be a key focus for the company in 2015, with a goal to better serve their increased customer base.
In 2014, Empower’s call centres and customer service centres achieved their highest efficiency in handling customers in the history of the company’s operations through the 16% reduction in time for handling customers across three customer service locations.
“Under Vision 2021, the government has laid a foundation on building a knowledge based and productive economy. One of the key components of this framework includes the development of outstanding information and communication networks. Keeping this is mind, Empower is proud to note that our team is already well on its way to creating an entrepreneurial environment, where customer needs are paramount,” said H.E Ahmad Bin Shafar, Chief Executive Officer, Empower.
“People often think that there is a clear differentiation between public and private sector entities. But at Empower, we take the best of both worlds by providing safe, reliable services to many; while retaining an open, friendly and efficient customer centric approach to thousands of people,” he continued.
In 2014, Empower fielded 18,502 calls, averaging 1,540 conversations per month from customers that included master developers, building and hotel owners, as well as end users.
“The speed and accuracy of our service has been aided by our intricate supervisory control and data acquisition (SCADA) systems, which enable us to pin- point how our systems are functioning with the touch of button,” said Bin Shafar. “We have invested in the best software to streamline and monitor our operations and communications that help us in our customer service, and of course, we have a knowledgeable, courteous and helpful team to ensure that our smart services are delivered by smart people. We also have future plans to introduce new innovative systems in order to improve our services to customers.”
Empower has three Customer Service Centres in Dubai, located at its Head Office at Al Hudaiba awards building, Jumeirah Lake Towers (JLT), and Business Bay. Additionally, a well-equipped Call Centre also functions from the company’s Head Office.
With a customer base of 50,000 people, Empower is currently in the process of conducting a rigorous customer satisfaction survey across Dubai. Over the next three months, the company will gauge customer perceptions on billing, district cooling system performance, operations & maintenance and complaint handling through detailed face-to-face interviews, telephone interviews and online questionnaires.
Empower operates 1 million Refrigeration Tonne (RT) capacity including iconic real estate developments in Dubai like Jumeirah Group, Business Bay, Jumeirah Beach Residences, Dubai International Financial Centre, Dubai Healthcare City, Jumeirah Lake Towers, Palm Jumeirah, Discovery Gardens, Dubai Design District among others.