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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We believe in service. sometimes we write about it too
Digital, flexible and global: Majorel, a Strong Customer Experience Partner for Neobanks
Customer behavior has been changing in the last few years, and this change is nowhere near complete. Customer actions are becoming more and more digital, flexible, and global. This development is a game changer for the banking sector, and hardly a week goes by without a new neobank reporting considerable growth.
The financial industry is facing unprecedented challenges. Established business models of banks and savings banks are being called into question from several directions at once:
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what's new
10 October 2019
Majorel named “Best Outsourcer of the Year”
Majorel has been named “Best Outsourcer of the Year’’ at the Customer Relationship Excellence Awards at the Wanda Metropolitano Stadium. The company also received two awards for its work with telecommunications multinational, Orange, in the “Help Desk’’ and “Claims’’ categories.
9 September 2019
Digital Account Change Assistance: Majorel Supports Customers with a New Software Solution
The new EU directive for regulation of payment services and payment service providers PSD 2 (Payment Service Directive 2) will take effect on September 14th. The objective of these new regulations is to make online payment transactions even more secure and to increase customer protection. The new digital account change assistant from Majorel offers an opportunity to electronically request changes to customers accounts directly from online banking and simplifies the process via virtual assistance.
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