How We Helped a Cargo and Freight Insurance Company
One of our customers, a cargo and freight insurance company, contacted our customer services department facing a significant hurdle with their energy account. They were unable to submit essential meter readings through their online portal, as the specific site in question had inexplicably vanished from their account view. This not only caused frustration but also posed a risk of inaccurate billing and potential penalties.
- Expert Customer Care
- Issue Resolution
- Regained Access
Our Approach
Thanks to an existing Letter of Authority (LOA) on file, our team was able to act quickly and directly on the customer’s behalf. This authorisation allowed us to engage directly with the energy supplier to investigate and push for a resolution.
Our customer service representative initiated contact with the energy supplier, presenting the customer’s case and detailing the missing site issue. Through consistent follow-up and clear communication, we were able to uncover the root cause of the problem and resolve the customer’s account issue.
The Solution
It was revealed that the customer’s energy account was in the process of being migrated to a new system – a critical piece of information that had unfortunately not been communicated to the customer directly. As part of this migration, a new account number was being issued for the new system on the supplier’s portal, which was why the site entry had disappeared.
With this new information, our team immediately informed the customer about the ongoing account migration and the new account number that would be issued after the migration. We then escalated the account issue with the energy supplier, emphasising the urgency of restoring the customer’s access and ensuring a smooth transition. Through our intervention, we aided in the timely issue of the new account details and guided the customer through the process of regaining full access to their online portal.
The Outcome
By taking proactive steps and using our signed LOA with the energy supplier, we successfully:
This case study exemplifies Renewable Energy Solutions’ commitment to going above and beyond for our customers, transforming a frustrating and potentially costly issue into a seamless resolution. Our ability to act as a trusted intermediary and navigate complex supplier processes ensures our customers can focus on their core business.
