Electric Ireland Awards €30 Million Customer Services Contract
Electric Ireland has chosen Abtran, the leading Irish business process management company, as their continuing partner in the delivery of customer service solutions to its 1.2 million residential and business customers nationwide. The contract has an approximate value of €30 million over 3 years to 2022, with an option to extend for a further 4 years.
Abtran’s strategic partnership with Electric Ireland first began in 2004. The new contract marks the further renewal of this relationship following a competitive tendering process. Abtran has differentiated its organisation and service through the delivery of specialist capabilities which focus on the end customer at every touchpoint. The Irish company has invested in its people through continuous professional development and by creating a state-of-the-art working environment in its Mahon, Cork headquarters, dedicated to Electric Ireland.
Abtran also has an acknowledged expertise in digital technology, data analytics and the use of artificial intelligence systems. It will use these technologies to continually enhance services to Electric Ireland customers and will also invest further in research and innovation specific to Electric Ireland’s customer service requirements.
Delivering value for money while adapting to how business and consumers access customer services in today’s ‘mobile everywhere’ world requires continual investment in people and technology. Working with the Electric Ireland team, Abtran is continually adapting and is underpinning these customer journeys with the latest technology enablers and a dedicated focus on the training and upskilling of its people. The company has operations in Cork, Sligo, Maynooth and Dublin.
An Tánaiste, Simon Coveney TD, Minister for Foreign Affairs and Trade, said: “I’m delighted to welcome this announcement where two highly innovative and market leading Irish companies are working together to bring new levels of service capability to consumers and businesses across the country. Over the years, Abtran has brought the benefits of its research and long-term experience to bear in service innovation and the company is well recognised for its expertise across multiple sectors, underpinned by a highly skilled workforce, investments in continuous professional development and technology. This capability will be of great benefit to Electric Ireland which is committed to service excellence across its entire customer base.”
Marguerite Sayers, Executive Director Electric Ireland, said: “Our priority is to meet our customers’ needs with the highest quality energy products and the most responsive services. We’re confident that Abtran’s expertise will help us focus on excellence and personalised service provision across every customer interaction. Abtran’s innovative approach also enables efficiency and this has created the overall best value for our requirements and, in turn, for our customers. I’m confident that this mutual commitment will support our continuing competitiveness and enhanced service delivery in the rapidly evolving Irish energy market.”
Mike Maloney, Executive Chairman of Abtran, said: “This is the third renewal of our contract with Electric Ireland and that demonstrates the valued-added approach that Abtran strives to achieve in partnership with our clients. Delivering customer service excellence is a collaborative journey that requires a long-term commitment to people and technology. We are delighted to have been selected to continue this journey with Electric Ireland.”
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Pictured (left to right): An Tánaiste, Simon Coveney TD, Minister for Foreign Affairs and Trade; Marguerite Sayers, Executive Director of Electric Ireland; and Mike Maloney, Executive Chairman of Abtran.
