Client / Company profile:
Our client is leading district cooling company specializes in providing environmentally friendly and energy-efficient cooling solutions for residential, commercial, and industrial buildings. It operates major district cooling plants, including the world’s largest on an artificial island. By using centralized chilled water production and distribution, the company significantly reduces electricity consumption and greenhouse gas emissions. Its services encompass the design, implementation, operation, and maintenance of cooling systems, positioning it as a market leader in the region.
Industry:
- Water Cooling Utility
Problem / Use case:
- Increased call volumes for customer issues
- Repetitive & time-consuming tasks; providing billing information, updating customer details etc.
- Difficulty in easily managing customer expectations
Solution:
Provide a self-service portal that can help with:
- Real-Time Usage Monitoring by customers
- Notifications and Alerts for timely knowledge
- Enhanced Billing and Payment Experience for both utility and customers
- Faster Issue Resolution
- Customer Engagement and Satisfaction
Technology:
- Impresa CX has a microservices-based architecture with MySQL as the database, Node JS and React as the front end
Results:
- Better tracking of Customer Issues
- All Payment information tracked in detail helpful for financial reconciliation for the utility
Challenges:
- Migration of existing user base and making the transition easy for them
- Overcome by maintaining same credentials for username and offering seamless experience.
Conclusion:
Our client has successfully migrated to Impresa CX, and the new reports help them monitor payments and portal availability, making the transition of existing customers to our self-service portal easier
