Pinergy, the smart clean energy supply & solutions company, has today announced the extension of its customer contact centre partnership with Dundalk-based SalesSense for a further three years following the successful completion of their previous three-year contract. Pinergy made the decision to extend their contract with SalesSense based on the significant enhancements made to their overall customer experience over the past three years as a result of the existing partnership.
Working together over the past three years, Pinergy and SalesSense have made significant enhancements to the contact experience for Pinergy customers which has resulted in Pinergy’s Trustpilot score improving to an impressive 4.7 out of 5.0. Pinergy’s Customer Satisfaction feedback is currently at 90% and they have a Net Promoter Score of +76. NPS is a metric used in customer experience programmes that measures the loyalty of customers to a company, reported with a number from -100 to +100.
When asked about the decision to extend the contract with SalesSense, Ronan Power, Head of Operations at Pinergy said: “Pinergy remains committed to continuously improving the customer experience for both our residential and commercial clients. Therefore, together with SalesSense, we will continue to invest in the people that make these enhancements possible. We are confident that together we can continue to enhance our customer experience which will enable us to continue to grow our business over the next three years.”
SalesSense, enabled by their customer engagement technology and advanced automation platform, provides customer contact and engagement through a number of channels to Pinergy’s residential and commercial clients, including voice, email, social media, chatbot and other new and emerging customer channels. This extensive customer contact and engagement by SalesSense has enabled Pinergy to achieve a First Call Resolution rate of 83%, meaning Pinergy customers generally only have to make one call to discuss an issue and are only two clicks away from a friendly human voice.
Commenting on the decision to extend the contract, Simon Brown, Chief Operating Officer of SalesSense, said: “We are delighted to be continuing our partnership with Pinergy for a further three years. Together we have invested in our people, giving them the skills and competencies needed to deliver the standard of customer contact and engagement necessary to support and drive sustainable growth for both brands. The positive enhancements to the customer experience at Pinergy over the past three years is a direct reflection of the excellent work being done by our dedicated staff at SalesSense.”
This three-year contract extension is testament to Pinergy’s commitment to support SalesSense as a partner that delivers high performance results which is good news for people employed there and the wider Dundalk community.