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An update on our system and service improvements

Posted on 15 October 2015

The last month has been a busy one inside Co-operative Energy, as we’ve continued to bed in our new computer system. But the hard work seems to have paid off! We’re pleased to report that we have now resolved several major issues, which were previously affecting our ability to deliver good customer service to a number of customers. 

Freed-up phone lines 

The added benefit of fixing these software bugs is that those customers who were affected no longer need to contact us for help. That means that more of our resources have been freed up, and our response to emails and call waiting times have improved as a result. Good news for anyone who might need to get in touch in the future!

A bigger, stronger customer service team

It’s clear that there is still work to do to restore our customer service levels to those prior to the system upgrade, but we are pleased to be making real progress.

In addition to the system fixes, we have strengthened our customer service team by recruiting 60 new colleagues. It’s taken time to train them to make sure they’re great at responding to your queries, but they’re in place now and making a real difference. 

Light at the end of the tunnel

It has been a difficult few months, but there is now light at the end of the tunnel. We are aware that we have inconvenienced customers with our poor response times, and we apologise for that. We can only say a big thank you to everyone for being so patient with us.

We still have a way to go until we can confidently say we have addressed all the teething problems. But hopefully you will see a significant improvement over the next few weeks, as we start to put those system issues behind us and restore the level of customer service that you are entitled to expect from a co-operative business.

As we said in our last update, being a co-operative means your best interests will always be at the centre of everything we do. Our goal of creating an energy supplier that is owned by its customers and responsive to their needs remains our clear objective.

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