Customer services

Tender description

This requirement is for the supply of customer call centre services, customer administration, data analytics, customer acquisition and social media services. The ESB ecars electric vehicle charging infrastructure is made up of 100 fast chargers and approximately 600 AC public chargers and these numbers may grow in the next 2 to 3 years. ESB ecars operates this infrastructure in the Republic of Ireland and Northern Ireland. ESB ecars are also active in sourcing business in the UK and could have business interests there within the lifetime of the contract associated with this tender. Lot 1 — Customer Call Centre Services, Customer Administration, Data Analytics Customer Call Centre Services The service provision will be 24 hours per day, 7 days per week, 365 days per year. The call centre will process calls received from EV drivers and will take the appropriate action depending on the nature of the call. The operatives will be expected to utilise our Charge Point Management System (CPMS) to diagnose possible issues, remotely access the charge points and escalate calls depending on the nature of them. Also included are new customer registrations, payment processing and any additional services that a potential EV customer may require. The ESB ecar customer communication process will be managed by the vendor; this will include monitoring the email in-boxes, processing emails and taking the necessary action depending on their nature. Responding to post from customers. IM (Instant Messaging), Webchat and other services that may arise due to new technologies are services that could be required from the call centre. Customer Administration ESB ecars install EV home chargers when customers purchase new EVs. This tender will include the administration of this service including liaising with our home charge point installer and other relevant personnel. New ESB ecar customers are issued with a welcome pack and RFID access card. The vendor will be responsible for managing this service end to end, including printing the required documents to issue to the customer and reporting to ESB ecars on the numbers of cards issued, to whom and which locations they are based. Data Analytics Data Analytics should drive meaningful insight into our EV drivers. Data from the Web, ESB ecars' CPMS, Call Centre, etc. can be used. Analysis of all available data should improve the customer experience, improve the overall service delivery and help better understand the EV customer and drive innovative change in the ESB ecars business. We expect information in the Data Analytic reports provided will play a significant contribution to our business decisions. Lot 2 — Customer Acquisition Customer Acquisition As the EV market grows and evolves, ESB ecars may require customer acquisition services to sell our products and services to prospective and current customers. Customer prospects and enquiries should be managed utilising a variety of marketing and promotional techniques. Lot 3 — Social Media Services Social Media Services ESB ecars are active on several social media platforms. We would expect all channels to be managed in a consistent manner and one that reflects the ethos of ESB and to the highest standard of social customer care. This should include monitoring, responding, analysing and reporting to ESB on all online and digital traffic directed to ESB ecars. Content creation may also be required.