Production is going on.
A central contact service for station updates, feedback and reported concerns
A downstream energy company in Brunei uses a managed contact service to help customers and the public reach its nationwide retail network.
Client
Challenge
Customers needed a consistent point of contact for product and service questions, customer programmes and retail station information. Temporary station closures and changes to operating hours made accurate updates important for people planning a visit.
The client also needed an accessible route for feedback and reports of possible safety issues or non-compliance at stations. Frontline staff had to capture those interactions reliably and pass matters requiring further action to the appropriate client team.
The client also needed an accessible route for feedback and reports of possible safety issues or non-compliance at stations. Frontline staff had to capture those interactions reliably and pass matters requiring further action to the appropriate client team.
Solution
Comquest provides a managed customer contact service, combining trained frontline personnel, quality processes and contact-centre technology. BCT dtWorks gives the team a central place to document and track enquiries and reported concerns.
1
Agents answer questions about products, services and customer programmes through a dedicated contact channel.
2
The team communicates retail station updates, including temporary closures, revised hours and the return to normal operations.
3
Customers and members of the public can report station-related safety concerns or potential non-compliance for client follow-up.
4
dtWorks records enquiries, feedback and reports requiring further action, creating a structured case history.
5
Ongoing product and operational updates, quality monitoring and coaching support consistent customer handling.
Impact
Customers and the public have one place to seek information about the retail network and raise feedback or station concerns. The contact service gives the client a documented path for reviewing matters that need follow-up, including reported safety observations.
Comquest has supported the contact service since 2016. dtWorks adds visibility into recorded enquiries and concerns, while trained staff provide consistent communication of changing station information. The submission does not include interaction volumes, resolution times or measured changes in customer satisfaction.
Comquest has supported the contact service since 2016. dtWorks adds visibility into recorded enquiries and concerns, while trained staff provide consistent communication of changing station information. The submission does not include interaction volumes, resolution times or measured changes in customer satisfaction.
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