Company description

GMP Energies is a leader in energy products and services in Quebec. It offers a range of products to satisfy its 40,000 customers in terms of installation, maintenance and support of natural gas equipment. It relies on a team of 35 technicians and a network of certified partners.

Challenges

The company, which began operations in the early 2000s, chose a large-scale call center to outsource its customer service and dispatch departments. However, the complexity of the product, the demands of the service and the turnover rate that characterizes large call centers meant that customer satisfaction and dispatch management objectives were not met. GMP Énergie then turned resolutely to Fino to overcome these difficulties and improve the delivery of its customer service.

Results

Fino‘s business model enabled the company to restore customer satisfaction levels in less than a quarter, while optimizing the work performed by the team of technicians. In addition, the Fino team is committed to improving business processes to maximize efficiency.