AN advanced imaging system from Hewlett-Packard Hong Kong is helping to improve the handling of customer calls and service requests at Towngas Customer Service Hotline Centre.
Now, within seconds of receiving a call, Towngas customer services officers will be able to call up customer data, including billing information, on their computer screens.
At the same time they will be able to see detailed information on appliances and sketches of gas piping installations at premises where modifications are requested.
A new Computer-Aided Problem Solving System, one of the first of its kind to be installed in Hong Kong, provides custom-made procedural flowcharts on screen to guide officers through customers' enquiries, or help them find more information if field maintenance were required.
'Significantly increasing the customers' information and the guidelines for problem solving available to the officers makes them more confident and competent to successfully provide solutions to customers over the telephone,' T. Y. Tse, Towngas general manager of the Customer Services Division, said.
'The new HP imaging system will be invaluable to our staff and to providing good service to our customers.