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ESBN Renewable Connections Project (Individual Ideas (no particular order)…
ESBN Renewable Connections Project
Individual Ideas
(no particular order)
Self-service Portal
Public Dashboard
Customer Relations Manager (CRM)
Back-office Dashboard for CRM
Customer Engagement Surveys
Personal Connection Manager
Focus on the Customer
Traffic Lights at Process Gates
Up Front Indication
Visibility of the Process Up Front
Welcome Pack
Chatbot
Life Cycle Comms
Process Flow for Different Business Types
Capacity Availability Email
Automated where possible
Case Studies
Online Connection Portal with Traffic Light indication throughout process
Tool prior to application to give estimate
DG (Distributed Generation) Mapping
Workshops every quarter to keep customers updated
Dedicated customer engagement team member
Ideas (Affinity Mapped)
People
Dedicated Customer Relationship Manager and / or Team to manage relationships with customers through process life cycle and ensure process and tool are continually used and evolved to keep improving customer experience
Dedicated CRM
Planned Engagement
Structured & planned communication with customers making connection applications to ensure consistent engagement
Regular workshops
Welcome Packs
Visibility of process upfront
Up Front Indicative Estimate (Inc. cost, complexity, timelines, dependencies, etc.)
Customer Focused Mindset
Automatic Customer Surveys
Application Portal
Single platform for making (customer front-end) and managing (CRM back-end) connection applications through structured workflows and customer journeys (Self-service, as far as possible)
Public Tools
Pre-application Estimate
General Info Dashboard for Public on Current Connection Apps Status
Mapping of Distributed Generation (existing and approved connections)
Integrated Email Alerts
Workflows
Different Types of Connections
Minimum Input Requirements for Applications to commence processing
Flexible workflow design that can be easily amended
Traffic light system to indicate status of application, etc.
Back Office Platform (for ESBN and CRM)
Visibility of process upfront
Chatbot
Supporting Resource
Documentation and information to support CRM and Team for process and help to keep customers and public informed on process, previous connection applications, etc.
Case Studies
Guidelines
Welcome Packs
Annual Report
POV STATEMENT:
"Generation Asset Developers making connection applications to ESB Networks need
consistent engagement
&
a complete customer journey
to support the connection offer process"