Managing customer enquiries to enhance our response processes v2
After listening to customer and Elexon team feedback, we have been gathering insights and data since the start of 2023, to try and understand customer enquiry patterns and types of query requests. This has shown that we have areas where we can improve our service to you by requesting more specific information at the point when you submit your enquiry.
By managing the enquiry process by using a dedicated web form we will be able to distribute the enquiry to the correct support team as quickly as possible. This in turn will help us reply to your enquiry more efficiently.
On this page
What are we trialling?
We are trialling a comprehensive web form that will reduce the usage of direct Elexon based email addresses. This is because the web form will enable our customers to fully describe the areas that their enquiry relates to in a way that free-form emails often fail to achieve.
With a more accurate and clear description of your enquiry the web form will automatically reach the correct Elexon support team. This will then reduce delays in answering your enquiry and ensure each of the support teams at Elexon have the knowledge they need to manage your enquiry with the least amount of error.
We believe based on feedback and discussions this is the best approach to trial to potentially make changes that benefit you, our customers, and our staff’s ability to provide their expertise.
At present, we are trialling this approach for selected email addresses owned by specific Elexon teams to measure the success and any potential areas we would need to change.
A decision on the long term future of mailboxes has not been made and will not be made until we have tested and trialed sufficiently and ensured our customers and our staff are happy with our proposed ways of working.
What does this mean for our support?
We wish to assure you we are still here to offer our expertise and this is by no means a reduction in our service and commitment to supporting customers. In fact, we see it as a potential solution to streamlining entry points and increasing the ability to support customers in all areas in the future.
Submitting queries via this method allows us to help all customers fairly with the support of our colleagues across Elexon and the third parties that assist us.
Is the web form just for the initial enquiry?
The web form will be the starting point for your enquiry and will distribute the request to the appropriate team. Once a team has received your enquiry and is managing it then we would not want you to re-use the web form unless you are submitting a new enquiry. Correspondence for each enquiry after its initial submission will be from the Elexon team member.
However, we ask that if you are submitting a new enquiry that you return to the web form to help our processes and reduce the risk of submitting a new enquiry to the wrong team and therefore causing delays to your request.
Will things change permanently with mailboxes?
The overall aim is to improve care and attention to your query requests and fully ensure work is evenly resourced and responded to in the timescale the query requires.
We aim to share with you the outcomes of our trial and proposed enhancements to our process and query management before any lasting changes are made to query submission to teams at Elexon.
Exempt from the trial
At this time, responses that have specifically been requested to be sent to a mailbox by an Elexon member or 3rd party (for example those with large files) will still be answered until we advise alternative measures. These requests are exempt from our trial requests to submit via the web form.
Sending feedback out the trial and other service
Please send any feedback to [email protected]