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Author's profile photo Nancy Martin

TXU Uses SAP Document Access by Open Text to Resolve Customer Concerns

TXU, the number one electrical energy provider in Texas, is focused on innovation and connecting to their communities and customers in very special ways. TXU Energy Aid, their energy assistance program, alone has provided over $72 million in bill assistance through TXU matched customer donation.

Although energy companies are not usually thought of as green, it is core to TXU’s business model to help customers reduce electrical usage so that they remain the preferred energy partner. Currently they are exploring a green button initiative to provide detailed data to customers through the web or on their mobile device so that they can monitor and reduce their energy usage.

Wanting to connect to their customers more closely is driving greater innovation and customer connection. With SAP Document Access by Open Text, TXU is ensuring customer issues can be solved in one call by making sure call center agents can see the exact document a customer is calling about.  Under consideration is expanding communication channels to include email and SMS. TXU feels these innovations will continue to increase employee productivity and foster stronger relationships with customers. 

Customer Central Newsroom

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