Organisation Overview

A leading energy provider in Singapore delivers integrated utilities and multi-utility services, including electricity generation, retail, and energy trading. As part of a larger corporation, the organization plays a crucial role in powering Singapore’s energy needs with a strong emphasis on sustainability and innovation.

The Challenges Faced

To overcome these challenges, the organization worked with TeBS, who advised and implemented a comprehensive digital chat solution across its customer-facing platforms. The solution was designed to align with service goals while enabling long-term digital transformation:

1. Limited Real-Time Interaction: Customers seeking support did not have access to a live chat option on digital platforms, which meant they had to rely on slower channels such as phone or email. This created long wait times, delayed resolutions, and missed opportunities to engage customers in the moments that mattered most.
2. Reduced Service Responsiveness: Without a mechanism for instant communication, service agents often took longer to respond to queries. This not only slowed down the customer support cycle but also contributed to declining satisfaction levels, as customers today expect immediate answers and resolutions.
3. Engagement Gaps: Digital-first customers expect brands to offer interactive, always-available support. The lack of modern engagement tools—such as AIdriven chatbots or on-demand messaging—left the organization unable to meet these expectations, resulting in missed chances to build stronger customer connections.
4. Inefficient Workload Distribution: Service teams spent disproportionate amounts of time addressing routine, repetitive inquiries like billing questions, account status, or simple troubleshooting. These tasks could have been automated but instead consumed valuable staff time, preventing agents from focusing on complex issues that required human judgment and empathy.

​Solution Proposed

To address these service challenges, TeBS designed and implemented a comprehensive digital chat solution tailored to the organization’s customer-facing platforms:

• Integrated Chat Feature: A centralized chat interface was deployed across web and mobile applications, enabling customers to initiate conversations instantly from any digital channel. This feature provided a single, consistent experience, eliminating delays and offering customers quick access to support whenever needed.
• AI-Powered Assistance: TeBS introduced intelligent chatbots capable of resolving frequently asked questions, guiding users through common processes, and providing 24/7 support. This automation ensured that customers could receive immediate help outside of working  hours while reducing the pressure on human agents.
• Seamless Handoff to Agents: For inquiries requiring human intervention, the system automatically transferred the conversation to a live agent. Crucially, the entire chat history was retained and visible to the agent, ensuring context continuity, faster resolutions, and a more personalized customer experience.
• CRM Integration: The chat system was fully integrated with the organization’s CRM platform. This meant all interactions—whether handled by chatbots or agents—were automatically logged, providing service teams with a 360- degree view of customer history. The integration enhanced collaboration, minimized duplication of work, and ensured consistency across all customer touchpoints.

Benefit

• Improved Customer Experience: Customers gained the ability to access immediate, personalized support, reducing wait times and increasing satisfaction. The faster response cycle also built greater trust and confidence in the organization’s services.
• Operational Efficiency : By automating repetitive queries, the solution reduced the volume of tickets handled manually, enabling service staff to dedicate more time and attention to complex or high-value customer needs. This streamlined workload distribution improved both productivity and service quality.
• Enhanced Engagement: Real-time interaction created opportunities to connect with customers in more meaningful ways. The organization could now engage proactively, resolve issues faster, and deliver a service model aligned with digital-first customer expectations.
• Future-Ready Service Model: With scalable architecture and AI integration, the organization established a foundation for long-term digital transformation. The platform is capable of evolving alongside customer needs, ensuring sustainable, innovative, and customer-centric service delivery.

Conclusion

A Singapore-based energy provider sought to elevate its customer  engagement and responsiveness by modernizing digital service touchpoints. With TeBS’ chat solution powered by AI and CRM integration, the organization achieved faster, more efficient, and customer-centric interactions. This transformation enhanced operational efficiency while positioning the organization to deliver seamless and future-ready customer experiences.