PGNiG is a leading company in the gas market in Poland. The company is focused on searching for and extracting natural gas and crude oil. PGNiG SA has representative offices in Belarus, Ukraine, Russia, Pakistan and Belgium.
Tasks and objectives
The main objective of the project was to increase the efficiency of request management and reducing related costs. After analysis of the existing process, the plan was to create a request management system. A pilot/trial of the system was implemented in company headquarters and was constantly monitored and modified. Once functioning as requested, the system was installed across all company branches.
Besides designing the structure and mechanisms of the request management system, the project also included the implementation of an Analysis System. This System contains all kinds of reports which are required to prepare for the OCCP control, and for the internal control of customer service.
Implementation of the system has been connected with the training of 900 employees in all 6 departments. Currently, complaints are processed much more quickly, and thanks to a uniform system, customers are treated equally in all branches.
Main advantages for the Customer
- increasing the efficiency of request management
- reduced maintenance costs
- improving the quality of customer service