Client / Company profile:
Qatar Cool is the leading district cooling company in Qatar, with The United Development Company (UDC) as the majority shareholder with its headquarters at Doha, Qatar. It has been providing district cooling services in a safe, reliable and energy efficient manner for 20 years.
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:
Qatar Cool has successfully migrated to Impresa CX and there are reports that help them monitor the payments and portal availability making easier transition of existing customers to our self service portal.
