Proactively communicating with customers

The challenge of achieving our objective not only hinges on the technical side of our work. After all, we work for customers, and what we do is visible and noticeable to residents and companies in the areas surrounding our work. If we dig up the road in front of our customers’ homes and interrupt the power to carry out our work safely, this causes inconvenience and nuisance. When customers are on a waiting list for a new or larger connection, this can lead to questions or uncertainty. Customers need clarity in all these cases. We provide that clarity through more proactive communication.

We record customer information centrally and conduct customer research to determine how we can better inform customers and strengthen communication in the region or residential district. Construction managers and foremen can use this information when talking to market parties or local media, for example. 

With the new CRM system, we can form a complete and up-to-date picture of customers and help them better.

Customer strategy

In 2023 we developed a customer and channel strategy that provides guidance to all the departments with customer contact. Part of this is a customer data model to ensure that we store data in the same way in all organisational units. In addition to this, we have trained 13 ambassadors who involve customers in the development of new products and services. We do this through customer surveys and panel discussions. Our aim is to improve the degree to which our services meet the needs and expectations of our customers.

Integrated customer service  

Many different parts of Alliander’s organisation are responsible for serving our customers. Alliander's integrated multidisciplinary team provides central guidance and supervision for integrated customer service. An important step last year was the introduction of a new CRM system for consumers and small business users. Thanks to this system, we now have a more complete and up-to-date picture of our customers. That increasingly complete picture will help us improve our customer service offer, both in terms of content and services.  

Tracking requests on ‘Mijn Liander’

We have improved the provision of information to our customers by investing in a customer system that helps us give customers the right answers to their questions. We have also made certain choices here. We started out with low-volume customers. This is a large group of customers who are increasingly having to deal with network congestion. Since early 2024, customers have been able to track the status of their request on ‘Mijn Liander’ (My Liander), even without a ‘Mijn Liander’ account. They receive an email with a link that provides direct access to the request status page.