At the heart of each customers’ journey at Energy One is a team of experts who understand each clients’ business and needs at every stage. This, according to Chief Customer Officer, Karen Sanders, is what positions Energy One as a truly collaborative and trusted partner. Karen heads up the customer care function at Energy One’s UK office, which encompasses technical support, business analysis, implementation and day-to-day relationship management. This multi-divisional approach enables the customer care function at Energy One to have a helicopter view of each customers’ journey, which means that clients can build partnerships with the same team members, Karen told me recently. The approach consists of regular support calls and account management calls with each customer to listen, understand and respond effectively. “We have a highly collaborative approach and work in a way that encourages us to be the customer’s trusted partner. We have a robust, reliable and consistent team on hand, and we can bring in other experts to help deliver further assistance or support when needed,” she said. Energy One’s methodology towards customer care is proactive and includes interaction at many levels, including ensuring continuity of staffing from sales to implementation, gathering regular feedback, conducting account… continue reading