SENEC use case: improved user experience, end-customer communication and workflow automation

How SENEC by Engie transformed its heaters into a personalised customer portal and unburdened their customer support team with the Service Enablement solution.

10x

CUSTOMER EXPERIENCE BOOST

-30%

CUSTOMER SERVICE CALLS

-10%

PLANNING AND OPERATIONS COSTS

Customer profile

SENEC, a Belgian specialist in heating and air conditioning, sought to reduce customer calls and mails while improving their customer service and communication.

Each month, 60 SENEC technicians received on average 150 calls from customers who faced an issue with their heating or cooling equipment.

The ultimate challenge was to make their way of working more efficient and customer-centric while ensuring further digitisation of business processes.

The solution

With the Service Enablement solution, SENEC’s products became an entry point to their customers. In one scan, customers can access support, provide product-relevant information, maintenance context and history. All that instantly 24/7 and without having to involve SENEC technicians.

Together with Twintag, SENEC was able to roll out easy-to-use, personalised user experience relevant for different stakeholders: customer, technicians and utility providers. In the future, they aim at digitising invoicing systems and simplifying maintenance scheduling.

How it works

Key features and capabilities

Leverage ready-made components where possible and request full customisation when and where necessary. Built on a scalable architecture, the Twintag Platform is adapted to meet customers' current and future business needs.

The Twintag Platform is designed and built to gather and analyse data at scale, ensuring that billions of UIDs can be managed at once. Any types of product/packaging hierarchies can be managed in the Twintag Admin Portal allowing companies to scale whenever they are ready.  

Consumer data stored safely in one place (language, geo, type of product in possession, twintag scans and sharing).

Irrespective of the location, connected products provide companies with product-relevant data and new insights into consumer behaviour, preferences and interactions. With improved aggregation of consumer data, companies can adapt their marketing strategies and identify business opportunities across industries.

Key features and capabilities

Leverage ready-made components where possible and request full customisation when and where necessary. Built on a scalable architecture, the Twintag Platform is adapted to meet customers' current and future business needs.

The Twintag Platform is designed and built to gather and analyse data at scale, ensuring that billions of UIDs can be managed at once. Any types of product/packaging hierarchies can be managed in the Twintag Admin Portal allowing companies to scale whenever they are ready.  

Consumer data stored safely in one place (language, geo, type of product in possession, twintag scans and sharing).

Irrespective of the location, connected products provide companies with product-relevant data and new insights into consumer behaviour, preferences and interactions. With improved aggregation of consumer data, companies can adapt their marketing strategies and identify business opportunities across industries.

Highlights and results

Block Quote

SENEC wanted to improve their customer experience and automate customer service workflows. Twintag’s Service Enablement digital solution brought all product-specific data points in one place on one side and provided actionable consumer data on the other.

Connected products enabled a new level of transparency in their customer communication, product information delivery and brand to consumer relationship closer than ever.

With this solution, SENEC’s customers and employees can scan a twintag-powered QR code to get a detailed product information activated in a language based on their phone preferences. It also enables the company to reduce reliance on paper manuals and deliver more information in an engaging way to all involved stakeholders.

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