AMP Clean Energy has scooped the Customer Service Recognition award at the British Renewable Energy awards (BREA).
The judges recognised that AMP Clean Energy had removed barriers to low carbon energy by providing funding for organisations to deploy sustainable heating. AMP Clean Energy has access to a funding vehicle, known as AMPIL, which finances its biomass heat and low carbon projects. Overall more than £67 million has been raised through AMPIL during the course of the last five years.
AMP Clean Energy has transformed customer experience by creating the first true biomass heat utility in the market. Biomass Heat Supply Contracts include fuel supply, service and maintenance and heat supply and monitoring. Heat is paid for off the meter per kWh used in exactly the way as buying gas or electricity, helping modernise the biomass heat market.
Roger Pearson, Managing Director of AMP Clean Energy (Fuels) said: “This award is a result of the incredibly hard work of our fuels team which has enabled us to bring a hassle-free biomass heat utility to the market. In parallel we have listened to our customers and invested in, and implemented changes, to meet their needs. We will continue to look for innovative solutions to improve customer service.”
An investment of £1.25 million has also been made over the last year to improve customer service, including route optimisation software to help 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.
A dedicated customer call centre and an expanded customer account team was also created over the last year. 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. This was acknowledged by the judges who cited that customers provided positive feedback about our drivers who are the face of the business. The rebrand and improved communications were also cited as positives.
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 develops low carbon heat and power assets and invests in companies and projects which support decarbonisation of heat and electricity.