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Written by: Andrew Jornod

Director of Customer Service for Union Gas, Dave Craven, sat down with industry veteran Todd Arnold last year at CS Week to share insights on how Union Gas streamlined their system for more consistent customer service and a happier customer experience.

Their conversation explores how you can’t run a utility the same way you did 20 years ago. Modern-day technology has changed how customers communicate and interact—now, customers turn to the company website and social media for feedback and interactions.

Customers aren’t the only ones transitioning to a technology-based approach. Union Gas now gathers and distributes everything electronically, which enables them to be timely and more organized. Dave stresses the importance of an integrated workplace where every department is working together to improve customer satisfaction. Make sure to watch the video below to learn more from Union Gas.

 

 

 

Andrew Jornod
Andrew is Vertex's CEO. With over 15 years of experience in the utilities industry, he is responsible for leading the company’s go-to-market strategy. Prior to joining Vertex, Andrew directed the global energy and utilities business unit at HCL AXON. He was instrumental in helping HCL AXON become the fastest growing, and one of the largest utilities service providers, offering services around management consulting, infrastructure management, application management, systems integration with Oracle and SAP, custom application development and customer service BPO operations. Before HCL AXON, Andrew was a Vice President within Oracle’s Utilities Global Business Unit, with responsibilities that included product management and development, and sales and marketing. In addition, he held key roles at Indus (now Ventyx), British Telecom, Control Data Systems and Microsoft.

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