Description RFI for Outsourcing Services of Contact Centre Operations, BPO and Digital Solutions for Rockgas LPG Bottle Customers

Rockgas currently outsources its LPG Bottle sales and customer management. The contract for these services is ending on 15 May 2025.

Rockgas is assessing the market to understand its options for continuing to outsource several key processes and functions for its LPG bottle customers, including:

1. A Contact Centre service to handle inbound customer LPG Bottle sales orders which includes answering questions, customer support and managing complaints.

2. Processing of sales orders from other sales channels such as email, website, and mobile applications.

3. Customer data management including the processing of sales order data through to Rockgas systems.

4. Processing of Financial data including customer payments, payment and credit queries, customer arrears and debt management.

5. Customer complaints management including resolving customer complaints and issues in a timely and efficient manner. This includes complaint logging, investigation, resolution, customer follow-up and escalation to Rockgas complaints process when required such as escalation to Utilities Disputes Limited.

6. Technology to support order management, call management and service reporting.

7. We require these services to be implemented by 15 May 2025 or earlier, the end of our current contract with our current provider.

Rockgas is also interested in:

- Process efficiencies including the use of workflow

- Improved customer experience (improved customer NPS score)

- Customer self-service of information through digital channels (mobile/web)

- Sales solutions such as mobile applications

- Customer online payment options

While the RFI is Business Process Outsourcing (BPO) focused, Rockgas welcomes and will accept part responses to this RFI, for example, just BPO services or Digital solutions.

Rockgas requires a partner to deliver and be responsible for executing predefined functions and processes to metrics, standards, and service level agreements (SLAs) and KPI's. Rockgas would like to find a partner who is genuinely committed to a great customer experience and working together to enhance what we do and how we do it.