With billing and other customer account data available through a central solution, Marshville Propane’s customer service representatives can see all the information they need via one customer summary screen.
The back office and mobile applications within the Cargas Energy software seamlessly work together, so customer information from the field is available in real-time to office staff.
“Before the Cargas Energy solution, we had to hang up and call customers back even if they asked the most basic customer service question,” shared Edwards. “Now, we can find the customer information we need—both past and current—just few mouse clicks away.”
This has saved the administrative staff countless hours and has boosted employees’ confidence and professionalism.
Drivers have also saved time because they no longer have to print out their routes on paper and manually write out delivery tickets.
“Probably the most radical and single biggest change to our operations is being able to track drivers in real-time,” said Edwards about the software’s mobile feature. “Another thing the solution does exceptionally well is enable us to individually track usage and delivery volumes per tank on our agricultural customer accounts.”
According to Edwards, the Cargas Energy solution has been a win all around for Marshville Propane. “By serving customers more quickly and answering their inquiries in a matter of seconds, we now have a more professional front to put forth.”
“Although we are still relatively new to the system and don’t have a long record of performance data, there’s no denying we’ve boosted productivity, improved customer service, and reduced labor hours.”