SAP, the market leader in enterprise application software, recently honored TECO with the Excellence in Customer Experience award in recognition of our hard work to modernize our systems and business processes to improve how we serve our more than 1.1 million valued customers.
We would’ve been at the SAP4U 2017 conference in Huntington Beach, CA, to collect the award, but along came Hurricane Irma – and who should need our round-the-clock help during a historic restoration process?
That’s right: our customers.
In any kind of weather, we’re committed to serving you safely and reliably. To help us with that top priority, changes we’ve unveiled to serve you better are having a big and positive impact.
“With all the work to stabilize our business and build upon the SAP foundation, we are well on our way to delivering world-class customer service, which includes improvements of our core systems that control our customer interactions, our online account offerings, our bills, our field interactions – the entire scope of the ways that TECO interacts with our customers,” said Katie Guice, director of Customer Solutions and Strategic Projects. “We understand this very well since so many of us are customers too, and we’re proud of not just this major award from SAP but also the incredible work by people across the company to help us earn it.”
By upgrading our customer information and billing systems, TECO gives customers more mobility, control and convenience over their accounts and energy usage. Customers of both Tampa Electric and TECO Peoples Gas have the option to get a single bill. And that’s just a start of the changes we’ve rolled out this year. Right off the bat, in January, the success of this approach was evident, with more than 110,000 customers successfully registering for online accounts at tecoaccount.com over the span of just 14 days. Today, nearly 413,000 customers have created online accounts.
And what these upgrades meant for you during Irma? Well, that turned out to be important too.
“SAP provided the cornerstone solution for our Customer Experience team to interact with our customers – it’s the heartbeat of our entire customer experience and it had its first major stress-test during the hurricane,” said Pete Fournier, director of TECO’s SAP Center of Excellence. “When you look at the tools it gave both our customers and team at TECO to help our customers, you can really appreciate how different things might’ve been during Irma without the upgrades we launched this year.”
With a modern foundational system at TECO as part of how we serve you, we have more room to grow, including future options that will create an even better online experience for customers as well as things that help us serve you more efficiently, like the smart grid.
For now, however, we’re proud to have this award from SAP and we salute everyone at TECO who made it possible. And we salute you, our customers, for your patience during Irma and for being a pleasure to serve.
As a final footnote about the award, one person with a TECO connection was able to get to the award ceremony in Huntington Beach as we focused our full attention on our customers: Roman Coba, chief information officer for Emera Inc., our parent company based in Halifax, Nova Scotia.
He said he’ll be happy to pass the award on to us at a future date.
(Maybe after hurricane season.)