Macrokiosk to ‘mobilise’ TNB’s customer, employee engagement
By Digital News Asia January 24, 2014
- To customise mobile technology across TNB services that affect both customers and employees
- Services under the partnership will be rolled out over three phases; first phase currently in progress
MACROKIOSK Berhad and Tenaga Nasional Berhad have signed a partnership agreement that will see them continue to work together on TNB’s nationwide mobile customer engagement and to enhance overall efficiency.
Through the partnership, Macrokiosk will customise mobile technology that will support TNB across a range of services that will impact both customers and its employees, the two said in a statement.
“Macrokiosk is proud to partner with TNB and play an important part in powering enhanced connectivity for its customers and employees,” said Macrokiosk group chief marketing officer E.C. Ng (pic, left).
“[We are] committed to customising solutions to meet the distinct needs of our customers, and our partnership with TNB is a testament to that,” he added.
The services supported under the partnership will be rolled out over three phases. Under its current first phase, Macrokiosk will power TNB’s nationwide mobile engagements via its publicly known short code 15454, as well as customise TNB mobile applications that will support the increased productivity of its field agents by allowing them to view and respond to service reports in real time.
Macrokiosk will also be working to enhance TNB’s existing mobile engagements. For example, TNB customers will be able to use their mobile devices to report problems such as power outages, track their power usage and submit customer service reports.
TNB employees will also benefit from the initiative by having the capability to submit work progress on the go, as well as be constantly connected with their colleagues via a customised TNB mobile tool, Macrokiosk said.
“TNB will continue to invest in and partner with technology service providers such as Macrokiosk to drive greater business efficiency while reducing costs,” said Kamaliah Abdul Kadir (pic above, right), senior general manager, Customer Service, Distribution Division, TNB.
“We value the partnership with Macrokiosk as [our] investment in mobile technology has allowed TNB to streamline its processes through a network revamp.
“This enables TNB to reach out and offer a greater customer service experience while improving on our employee service efficiency and productivity, including cost-savings.
“TNB customers can now communicate with us directly via multiple mobile platforms, through smartphones or social networks, as we adopt a user-centric approach by leveraging on the ubiquity of mobile devices,” she added.
Under the second phase, TNB customers will be able to rate the quality of service they receive through a TNB Mobile Survey, providing an efficient means for feedback to be received and utilised to further improve services offered to its customers.
In addition, TNB will leverage on Macrokiosk’s mobile technologies to keep its customers updated, by providing bill alerts and notifications.
The third phase of the nationwide mobile engagement is scheduled to be launched by the first quarter of 2014, with more services to be added. TNB customers could then expect to receive notifications for successful and outstanding TNB bill payments, reconnection and disconnection status updates, promotion details, as well as seasonal greetings. A hybrid mobile messaging tool combining text and voice will also be introduced.
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