British Gas Selects Quadient’s Customer Journey Mapping to Provide Superior Communication-Driven Customer Experiences
07 Gennaio 2021 - 5:45PM
British Gas Selects Quadient’s Customer Journey Mapping to Provide
Superior Communication-Driven Customer Experiences
British Gas Selects Quadient’s Customer Journey
Mapping to Provide Superior Communication-Driven Customer
Experiences
Paris, January 7, 2021
Quadient (Euronext Paris: QDT), a leader in
helping businesses create meaningful customer connections through
digital and physical channels, announced today that British Gas has
implemented Quadient® Customer Journey Mapping to provide highly
personalized communication-driven customer experiences. With
Quadient cloud-based Customer Journey Mapping, part of Quadient’s
Customer Experience Management (CXM) suite of solutions, British
Gas creates and manages in-depth, intelligent journey maps that are
used to visualize the customer journey, orchestrate customer
communications and provide insights into customer satisfaction
levels and business impact at each touchpoint.
With the utilities industry facing increasing
commoditization, British Gas, traditionally a business-centric
energy provider, has transformed itself into a customer-centric
service business with offerings including energy supply, insurance
and home repairs, smart meters and smart home devices. British Gas
has successfully utilized Quadient’s omnichannel customer
communications management platform, Quadient Inspire, for several
years, consolidating, streamlining and distributing more than 4,000
different pieces of personalized and compliant communications to
its customers. By integrating Quadient Customer Journey Mapping to
extend the capabilities of Quadient Inspire, British Gas is
strengthening trust and satisfaction throughout the customer
lifecycle by ensuring that customers receive the right
communication, through the right channel, at exactly the right
point in their journey.
“Without the right tools in place, attempting to
transform communications and the entire customer experience could
prove painful, as multiple issues could have come to the fore,”
said Adam Firbank, Journey Practice Lead, Customer Communications,
British Gas. “The insight and the vision Quadient’s customer
journey maps gave us have made us stop and completely rethink
everything. It enables us to create an exemplary 21st century
customer experience.”
British Gas has mapped all “current state”
customer journeys across its business, from new customer queries to
home engineer visits to service upgrades. Pain points and
preferences along each of these paths have been identified, and
existing communications have been personalized and aligned in real
time, and are now in a position to entirely transform customer
experience.
“We are delighted British Gas is continuing to
expand its adoption of Quadient CXM solutions and are dedicated to
supporting its efforts to understand its customer journeys and map
them to personalized, compliant and proactive customer
communications across the business,” said Chris Hartigan, Chief
Solution Officer, Customer Experience Management, at Quadient.
“Communications play a critical role in any customer experience and
the drive to deliver customer experience excellence is a necessity
not only in the energy and utilities space but across all
industries where communications are at the heart of customer
engagement, such as banking, insurance and healthcare. Quadient’s
CXM solutions provide businesses with superior omnichannel
communications and propels them to the next level of deeply
understanding customer behavior in real time and orchestrating and
automating better experiences for customers.”
About Quadient®
Quadient is the driving force behind the world’s
most meaningful customer experiences. By focusing on four key
solution areas including Customer Experience Management, Business
Process Automation, Mail-Related Solutions, and Parcel Locker
Solutions, Quadient helps simplify the connection between people
and what matters. Quadient supports hundreds of thousands of
customers worldwide in their quest to create relevant, personalized
connections and achieve customer experience excellence. Quadient is
listed in compartment B of Euronext Paris (QDT) and is part of the
CAC® Mid & Small and EnterNext® Tech 40 indices.
For more information about Quadient, visit
www.quadient.com.
Contacts
Joe Scolaro, Quadient
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Sandy Armstrong, Sterling Kilgore |
Global Press Relations Manager |
|
Account Executive |
+1-866-883-4260 Ext. 1590 |
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+1-630-964-8500 |
j.scolaro@quadient.com |
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sarmstrong@sterlingkilgore.com |
- British Gas_CJM press release_EN_Final
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