AMP has invested £1.25 million in improving customer service experience, delivering the first biomass heat utility to the market.
Following on from consolidating its biomass brands under one AMP brand, the business now offers a complete Biomass Heat service to its commercial customers – fuel supply, boiler service and maintenance, boiler buybacks and heat supply. These services can be rolled into one agreement, called a Biomass All in One Heat Supply Contract, where heat being paid for off the meter per kWh used.
To support the wider range of services, AMP has invested over £250,000 in an integrated logistics solution to improve customer ordering and delivery experience. This includes route optimisation software which helps ensure delivery timeframes are met and automated delivery notification to improve customer visibility. A further £1 million has been invested in a new fleet of state-of-the-art specialist vehicles.
Improved Customer Service
AMP has also created a dedicated customer call centre and an expanded customer account team. The improvements were made following a customer satisfaction survey which showed customers wanted better communication and shorter delivery lead times.
The customer satisfaction survey was recently repeated and showed that over 70% of customers find it easy to do business with AMP and more than two thirds said they received a high level of customer service with knowledgeable, helpful and friendly staff. The rebrand and improved communications were cited as positives.
AMP is now the leading biomass fuel supplier in the UK, supported by nationwide local depots. In addition to supplying biomass heat, AMP also develops low carbon heat and power assets and invests in companies and projects which support decarbonisation.