Company Analysis : Zie Energy

2218 Words Jul 3rd, 2016 9 Pages
Zie Energy is an energy company headquartered in Melbourne. Its significant growth in the past 15 years are mainly based on acquisitions and their customer base has been grown strongly. Acquisitions of the Port Energy and William Energy retail company have enhanced Zie’s customer base up to 1.6 million customers in the past two years resulting in Zie Australia’s one of the largest energy company. Since Zie encountered inconsistent data collection and process problems, Retail Transformation project was launched in 2012 focusing on integrating all of their customer relationship management processes and system. A Customer Relationship based software, SAP system, is used to replace out-of-date billing systems leading to improving business capability. This project emphasises main commitment towards their customer service by improving the experience of the customer service consultants. Call centre staff relevant and more detailed costumer information on a single screen will be delivered leading to quick respond and effective customer enquiry providing; therefore, the call centre staff could provide the solutions within a call. The applying of Retail Transformation represents significant technical and logistical challenges through more than 5 million customers in Australia. The transferring of 500,000 customers from Tasmania and South Australia in June 2014 resulted in an over expectation ofa number of the customer enquiries and the customer service centre average handling…
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