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22/11/2023 Latest News  | In the Community

Calor Ireland Wins At 2023 CX Impact Awards

CX Impact Awards
Calor Ireland was delighted to win at The 2023 Irish CX Impact Awards for ‘CX Impact in Utilities & Services’. This award represents on our team’s commitment to always strive for customer excellence.  Read how we transformed our customer portal.

We embarked on a transformative journey to revolutionise our customer service experience. The challenge? Improving the MyCalorGas portal to meet evolving customer needs while aligning with our ambitious sustainability goals.

Recognising the portal as a critical touchpoint, we assembled a cross-functional team spanning IT, Customer Services, Marketing, and Customer Experience. The team's strategic approach began with comprehensive assessments, integrating diverse data sources from customer surveys, call types analysis, internal feedback, and direct customer engagement.

Listening intently to our customer base, we honed in on essential improvements: real-time tank level monitoring, gas consumption insights, digital delivery dockets, personalised marketing preferences, streamlined invoice management. These enhancements not only met immediate needs but also aligned with Calor's commitment to sustainability and efficiency.

The impact was instantly noticeable. Customer feedback post-implementation revealed an impressive 85% satisfaction rate with the portal's user experience. But the transformation didn't end there. We went beyond functionality, investing in training for customer-facing teams, driver education, targeted customer communications, and user-friendly website integration, driving portal awareness and usage.

Congratulations to the entire team for this achievement and everyone at Calor for their dedication to our customers. We would also like to take this opportunity to thank our customers for their continued loyalty. 
 
Congratulations to all the finalists and winners and thank you to the CX Impact Award team for a great night.