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Empower unveils improved customer service drive

New systems will enable district cooling provider to service growing customer base.

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Ahmad Bin Shafar, CEO of Empower
Ahmad Bin Shafar, CEO of Empower

Empower is to make improving customer service experience a key focus for the company in 2015, with a goal to better serve their growing customer base.

With a customer base of 50,000 people, the company is currently in the process of conducting a rigorous customer satisfaction survey across Dubai.

Over the next three months, the company will gauge customer perceptions on billing, district cooling system performance, operations & maintenance and complaint handling through detailed face-to-face interviews, telephone interviews and online questionnaires.

Last year Empower achieved a 16% reduction in time for handling customers across three customer service locations. The company fielded 18,502 calls, averaging 1,540 conversations per month from customers that included master developers, building and hotel owners, as well as end users.

“Under Vision 2021, the government has laid a foundation on building a knowledge based and productive economy. One of the key components of this framework includes the development of outstanding information and communication networks,” said Ahmad Bin Shafar, CEO of Empower.

“Keeping this is mind, Empower is proud to note that our team is already well on its way to creating an entrepreneurial environment, where customer needs are paramount.

“People often think that there is a clear differentiation between public and private sector entities. But at Empower, we take the best of both worlds by providing safe, reliable services to many; while retaining an open, friendly and efficient customer centric approach to thousands of people,” he continued.

“The speed and accuracy of our service has been aided by our intricate supervisory control and data acquisition (SCADA) systems, which enable us to pin- point how our systems are functioning with the touch of button,” said Bin Shafar.

“We have invested in the best software to streamline and monitor our operations and communications that help us in our customer service, and of course, we have a knowledgeable, courteous and helpful team to ensure that our smart services are delivered by smart people. We also have future plans to introduce new innovative systems in order to improve our services to customers.”

Empower has three Customer Service Centres in Dubai, located at its Head Office at Al Hudaiba awards building, Jumeirah Lake Towers (JLT), and Business Bay. Additionally, a well-equipped Call Centre also functions from the company’s Head Office.

The company is the largest district cooling company in the world by capacity, operating 1 million Refrigeration Tonnes (RT) including many of Dubai’s iconic real estate developments.

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