Here’s a way to identify opportunities for energy saving

The NOC will support real-time monitoring, troubleshooting customer concerns and optimising energy savings.

Today, as energy demand from buildings and construction continues to rise, energy expenses are one of many businesses’ highest costs. Almost one-third of worldwide energy consumption is related to the building and construction industries combined. Even organisations utilising a hybrid approach are concerned about high electrical expenses when their workplaces remain underutilised.

A Network Operations Centre, recently launched by 75F, is an initiative by the ‘customer delight department’ towards ensuring better customer servicing, energy savings, and increased efficiency in commercial buildings with HVAC systems. 75F has continuously made efforts to solve these issues, offering sustainability and energy-efficiency support to monitor and evaluate the health of buildings. However, they have also understood that besides sustainable solutions, Customer Experience is the key differentiator among competitors. It has gained tremendous focus across every industry.

Keeping customer experience & energy savings goals in mind, 75F instituted Network Operations Centre, which monitors all their sites in real-time and has an omnichannel helpdesk to make reaching out to customers more accessible. The primary objective of the NOC is to continuously monitor if everything is working fine at the sites and to identify energy-saving opportunities. It also checks the real-time service dashboards for the call centre to ensure a seamless customer experience. Further, the customer delight function comprises managed services that ensure the delivery of committed energy savings and provide valuable insights by constantly monitoring the sites, thus optimising the building’s energy efficiency.

75F’s ‘Customer Delight Function’ includes robust processes for resolving customer queries/requests/complaints. They use a CRM system, which enables businesses to establish automated processes that will assist their customers in better serving their clients, providing rapid and high-quality support, and having access to their full communication history—all in one location. The software helps keep a close eye on each ticket and assists 75F departments in their efforts to close the tickets within the allotted period. It monitors customer satisfaction and net promoter scores (NPS) while enabling 75F to discover areas for improvement and focusing its efforts on providing its customers with the best possible support.

Mahesh Reddy, 75F APAC, said, “For a long time, businesses have been having trouble saving energy and getting a seamless service from their service providers. While big players focus primarily on the energy savings part, we’ve also been ensuring a seamless customer experience at every touch point in the customer journey. 75F’s multiple servicing channels are integrated into a robust CRM system, which provides all the customer information and captures every interaction of the customer, whether it’s regarding tickets, proactive checks, or various customer engagements like customer onboarding, parts of training, meetings, etc. Now with NOC, with various alert systems in place, it would be easy for my team to monitor each site in real-time and identify and close any issues much faster.”

Mahesh added, “We also developed a robust help centre for our customers, who are among increasingly tech-savvy people and are often likely to find solutions to queries themselves through which they can navigate various articles on product features, usage, and operating procedures. We’ve also been using customer feedback (CSAT & NPS) to analyse and understand customer requirements and thus help us work towards enhancing customer experience by improving our product quality, technology, and processes. We’ve used not only services but also the best technologies to come up with best-in-class, customisable dashboards for our customers.”

He further explains, “As a BMS firm, our customers expect higher support in making their buildings more energy efficient and sustainable. So, we’ve made it our top priority for ‘Customer Custodian’ to provide prompt and round-the-clock quality services. As mentioned above, our helpdesk, which assists facility owners with real-time monitoring of buildings, is industry-first. Our customers may now contact our helpdesk regarding facility issues and expect prompt and efficient service.”

It is noteworthy that the company’s leading after-sales services team comprises highly qualified and experienced engineers and technicians who promptly respond to customer requests. But 75F believes that besides its qualified staff, implementing an automated system will further help customers encounter fewer human errors while growing their trust in a more reliable system. The company hopes this will lead to more satisfied customers even as it conserves energy and makes buildings more productive and healthier.

 

To know more, visit www.75f.io