In order to increase the quality and service level towards customers, TRE-FOR now outsources its entire customer service and billing function with approximately 50 employees to Logica. The Logica delivery is based on the MECOMS™ + Service concept, where MECOMS™ is used as the platform to perform the outsourcing services.
Knud Steen Larsen, managing director at TRE-FOR: “It is our ambition to provide high quality service to our customers. We determined that our customer handling system needed an upgrade or a replacement, as it no longer supported the range of services that we provide. Hence, we analysed our situation and our needs, which also implied looking into the possibility of outsourcing our entire customer service function.”
When TRE-FOR began addressing a potential outsourcing of the entire customer service and billing function, the perspective stretched beyond core competencies and savings. It was equally important to successfully integrate their employees and ensure their personal and professional development.
“Logica offers the best conditions for employee development within this area, and our employees will enter a company that regards customer service and billing as a core competence”, explains Knud Steen Larsen. “Once we further investigated the financial foundation and the quality level, it was evident that outsourcing is the far most attractive solution for us. We are confident that Logica can handle the responsibility in this important function.”
Mads Brøgger, Market Manager Energy and utilities at Logica comments: “I am convinced that outsourcing based on the MECOMS™ + service concept will be a huge differentiator in the market. The concept will allow us to acquire new customers much quicker and also enables us to introduce MECOMS™ to new Logica countries much easier.”
The transfer of employees will be effective 1 May 2012. It will not involve any significant changes for TRE-FOR’s customers. They will hear the same familiar voices welcome them when they get in touch with the company.