Customer service
We design, deliver and differentiate customer service for the world’s leading brands – as a global leader in customer service, we can do the same for you, too
Utilities & Energy
Like most sectors, the increasing digitization of every corner of everyday life is making a huge impact on the utilities and energy market. Consumers today are more mobile, more digital and more demanding. They have more choices when it comes to energy supplier with the convenience of account switching and comparison platforms (often encouraged by the regulators).
And, since most things can be done online, it means that those rare moments of human interaction are even more precious for brand engagement, loyalty building, advocacy and adding value. Which is one of the reasons why many leading utility and energy providers seek our help in how to best manage multi-channel (email, chat, social, voice, automated) relationships with their customers.
In addition, the business pressures of tariff deregulation, new market entrants, the shifting political environments in many countries, and opportunities offered by new innovations like smart meters and smart home, make the picture even more complex when it comes to getting the customer experience right.
Increasing customer autonomy
Your customers also want more autonomy to manage their energy contracts and consumption. Majorel supports them with their online account and advises you on how to optimize the customer experience in order to make it more accessible and fluid. Consumption tracking, personal data updating, account management… everything is possible online.
Fully optimized, the customer journey makes it possible to nourish and enrich consumer knowledge. It becomes the heart of an extended CRM, where each contact feeds and enriches the next, allowing our customer support teams to anticipate or proactively answer the customer’s questions or, in the case of self-service, to complete knowledge bases.
Creating special relationships
Orchestrating marketing campaigns for new offers, contract renewal or modification, ensuring your customers are aware of new rates and encouraging them to subscribe… Majorel leads all your campaigns and seizes sales opportunities at each contact and at the right time. Our field of expertise includes the planning of your marketing initiatives as well as the definition of your targets and your communication channels. The ultimate objective is to create very special relationships between you and your customers.
Developing & retaining customers
Whatever the context, Majorel offers you a wide range of tools to win new customers or offer additional services to existing customers. By detecting and understanding your customer’s needs, from monthly bills to boiler maintenance, via online accounts, security diagnosis or even express troubleshooting in less than 12 hours, you can offer them the appropriate service and enrich the relationship you have with them.
Managing customer churn
When we detect that an existing customer is considering moving to a new supplier, we transfer their contract to a specialist “retention” unit, composed of experienced employees. By listening to the customer and their experience, they can make a specific offer and develop a counter-proposal compared to competing suppliers.
Our solutions to meet your challenges
Analytics
Our advanced analytics capabilities allow us to understand your customers better and identify opportunities to save time and cost for you, while improving your customers’ journeys
Customer Journey Design
Our experts work with you to see your services through the eyes of your customers – analyzing the customer journey to create extraordinary experiences, across all channels and at every touchpoint (or ‘moments of truth’)
Campaign Management
By becoming digital, your marketing campaigns must now be ultra-targeted and we run 4000-5000 every year. Our unique know-how has delivered completion rates of more than 50%
Managing Non-payments
How do you recover unpaid bills without losing customers? Luckily, this is one of our areas of expertise. We take care of everything, turning potentially tricky situations into opportunities and developing strategies for prevention
Robotic Process Automation (RPA)
Our RPA software delivers long-term cost savings by performing repetitive, routine activities precisely and accurately 24 hours a day and 7 days a week, complementing the human touch perfectly.
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30 September 2020
Majorel named by Everest Group as a ‘Leader’ in Customer Experience Management in EMEA
Majorel has been named by Everest Group as a Leader in its report “Customer Experience Management (CXM) in EMEA – Services PEAK Matrix® Assessment 2020”.
23 September 2020
Majorel Romania celebrates ten years of customer excellence
Since opening our first center in Brasov ten years ago, our team in Romania has grown to more than 1,300 people, with additional locations in Sibiu, Cluj-Napoca and Bucharest.
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