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Malaysian utility Tenaga cements Macrokiosk partnership, says this will enhance customer service

AvantiKumar | Jan. 24, 2014
MSC Malaysia status company Macrokiosk's mobile communication solutions will also increase the productivity of Tenaga Nasional's field agents, said TNB's Kamaliah Binti Abdul Kadir.

Macrokiosk, TNB modified 

Photo - (Foreground, from left) EC Ng, Group Chief Marketing Officer, MACROKIOSK; and Ir. Kamaliah Binti Abdul Kadir, Senior General Manager, Customer Service, Distribution Division, TNB with the partnership agreement.


Tenaga Nasional Berhad (TNB) has formalised its partnership with local mobile payment solutions firm Macro Kiosk (Macrokiosk), which will help enhance customer engagement, said the Malaysian electrical utility,

MSC [Multimedia Supercorridor] Malaysia status firm Macrokiosk's group chief marketing officer EC Ng, said, "[This move to] partner with TNB will play an important part in powering enhanced connectivity for its customers and employees. Macrokiosk customises solutions to meet the distinct needs of our customers and our partnership with TNB is a testament to that."

Under the agreement, the services will rolled out in three phases, said Ng.  "In the current first phase, Macrokiosk will be powering TNB's nationwide mobile engagements via its publicly known short code 15454 as well as customising TNB mobile applications that will support the increased productivity of TNB field agents by allowing them to view and respond to service reports in real time."

He said TNB's existing mobile engagements would be enhanced. For example, TNB customers will be able to use their mobile devices to report problems such as power outages, track their power usage and submit customer service reports. "TNB employees will also benefit from the initiative such as having the capability to submit work progress on the go, as well as be constantly connected with their colleagues via a customised TNB mobile tool."

TNB senior general manager, customer service, distribution division, Ir. Kamaliah Binti Abdul Kadir said the company intends to invest in further technology service providers such as Macrokiosk to drive increased business efficiency.

"We value the partnership with Macrokiosk as the investment in mobile technology has allowed TNB to streamline its processes through a network revamp, which enables TNB to reach out and offer greater customer service experience while improving on our employee service efficiency and productivity including cost-savings." said Kamaliah.

 Customers can contact Tenaga via mobile devices

"TNB customers can now communicate with us directly via multiple mobile platforms, through smart-phones or social networks as we adopt a user-centric approach by leveraging on the ubiquity of mobile devices," she said.

Macrokiosk's Ng said the second phase of the rollout will see further services to further enhance customer service as TNB's customers will be able to rate the quality of service received through a TNB Mobile Survey, and they will also receive bill alerts and updates.

The third phase of the nationwide mobile engagement is scheduled to be launched by the first quarter of 2014, with more services to be added, he said. "TNB customers can now expect to receive notifications for successful and outstanding TNB bill payments, reconnection and disconnection status updates, promotion details, as well as seasonal greetings. A hybrid mobile messaging tool combining text and voice will also be introduced."


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