TNB Collaborates with MACROKIOSK

PARTNERS: Kamaliah (right) with E.C. Ng, group chief marketing officer, Macro Kiosk, after signing the partnership agreement

TENAGA Nasional Bhd (TNB) and Macro Kiosk Bhd cemented their collaboration agreement yesterday in an effort to revolutionise TNB's nationwide mobile customer engagement and enhance overall efficiency.

Through the partnership, Macro Kiosk will customise mobile technology that will support TNB across a range of mobile services that will impact both customers and its employees.

The services supported under the partnership will be rolled out over three phases.

Under its current first phase, Macrokiosk will be powering TNB's nationwide mobile engagements via its publicly known short code 15454 as well as customising TNB mobile applications that will support the increased productivity of TNB field agents by allowing them to view and respond to service reports in real time.

Macrokiosk will also be working to enhance TNB's existing mobile engagements, for example, TNB customers will be able to use their mobile devices to report problems such as power outages, track their power usage and submit customer service reports. TNB employees will also benefit from the initiative such as having the capability to submit work progress on the go, as well as be constantly connected with their colleagues via a customised TNB mobile tool.

"TNB will continue to invest in and partner with technology service providers such as Macro Kiosk to drive greater business efficiency while reducing costs. We value the partnership with Macro Kiosk as the investment in mobile technology has allowed TNB to streamline its processes through a network revamp, which enables TNB to reach out and offer greater customer service experience while improving on our employee service efficiency and productivity including cost-savings," said Kamaliah Binti Abdul Kadir, senior general manager, Customer Service, Distribution Division, TNB.

"TNB customers can now communicate with us directly via multiple mobile platforms, through smart-phones or social networks as we adopt a user-centric approach by leveraging on the ubiquity of mobile devices."

The second phase of the roll out encompasses the deployment of services that will further enhance the customer experience. Under the second phase, TNB customers will be able to rate the quality of service they receive through a TNB Mobile Survey, providing an efficient means for feedback to be received and utilised to further improve services offered to their customers.

In addition, TNB will be leveraging on Macro Kiosk mobile technologies to keep its customers updated such as providing bill alerts and notifications.

The third phase of the nationwide mobile engagement is scheduled to be launched by the first quarter of 2014, with more services to be added. TNB customers can now expect to receive notifications for successful and outstanding TNB bill payments, reconnection and disconnection status updates, promotion details, as well as seasonal greetings. A hybrid mobile messaging tool combining text and voice will also be introduced.