AMP Clean Energy transforms customer experience with £1.25 million investment

7th June 2019
Biomass

AMP Clean Energy 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 Clean Energy brand, the business now offers a complete Biomass Heat service to its commercial customers – fuel supply, boiler service and maintenance, boiler buybacks, fully funded installations and heat supply. These services can be rolled into one agreement, called a Biomass Heat Supply Contract, where heat being paid for off the meter per kWh used.

To support the wider range of services, AMP Clean Energy 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 Clean Energy 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 Clean Energy 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.

Roger Pearson, Managing Director of AMP Clean Energy (Fuels) said:

“When we rebranded to AMP Clean Energy, improving customer service was one of our top priorities.  It’s encouraging to see the integrated logistics solution has already paid off with considerably shorter lead times this winter heating season. We continue to implement innovative solutions to improve quality which is such an important issue for customers.”

“Our Heat Supply contracts provide customers with a hassle-free utility delivering heat from the meter in exactly the way they would buy gas or electricity. We are proud to be one of the first biomass heat businesses to bring this to the market.”

AMP Clean Energy is now the leading biomass fuel supplier in the UK, supported by nationwide local depots. In addition to supplying biomass heat, AMP Clean Energy also develops low carbon heat and power assets and invests in companies and projects which support decarbonisation.