As a major Canadian natural gas utility provider to 1.3 million customer, Union Gas's mission is to enhance the quality of life and prosperity of their customers.
Reducing costs and increasing customer satisfaction is a major business driver for Union Gas. They wanted to provide their customers with more choices to contact them and increase traffic on their website. Being their long-term CIS technology partner, Vertex was selected by Union Gas to build a customer friendly self-service web solution.
Solution
To meet Union Gas's success factors, Vertex implemented an innovative solution that allowed Union Gas to move from offering general information and static forms on their website to providing customer specific data and automatic updates to their CIS system.
The new solution creating a significant increase in customer satisfaction by allowing customers to:
- Access user profile and account management information
- View their account summary and billing details online
- Look at their payment summary, arrangements and notifications
- View Rate Info and Return to System Request
Innovation & Results
- Within the first six months of launching the new system, Union Gas had a 5% take up of the service
- Over 151,000 customers now have online access to billing
- Union Gas has received positive customer response to the layout and content of the service
- End use customer satisfaction is 81%
Download the Union Gas self-service web solution case study