Fexco – one of the world’s leading independent financial technology and customer contact providers has today announced a renewed partnership with the Sustainable Energy Authority of Ireland (SEAI) to deliver customer contact and support services, managing almost 200,000 customer interactions per annum.
The companies have been working together since 2009 when Fexco successfully bid for the Scheme Administration and Customer Contact Management Services – processing homeowner grant applications. In 2012 Fexco expanded the scope of their work with the SEAI through the provision of a helpdesk and administrative support for the Building Energy Rating (BER) Scheme.
In February of this year, SEAI tendered for the provision of a comprehensive suite of services to be delivered through one contract. Following a rigorous and competitive public process, Fexco was again selected as the preferred provider of the single contract which administers SEAI’s various customer facing programmes.
The renewal, with a commitment for a minimum term of two years up to a maximum of four, is a key contract win for Fexco’s Managed Business Solutions and Outsourcing (MBSO) division. In addition to the team of co-sourced staff based across a number of SEAI locations, the contract is serviced by 30 full-time Fexco MBSO employees from its state of the art contact suite in Cahersiveen, Co Kerry – providing key local employment.
Speaking about the news, Denis Creighton CEO, Fexco MBSO commented, “Today’s announcement is testament to the hard work, teamwork and professionalism demonstrated by the team in Fexco. We began our relationship with the SEAI in 2009 and, through a trusted partnership and a commitment to continued innovation, have been able to provide them with best in class contact support, anticipating their needs, and delivering the solutions they require – ultimately benefiting their customer.”
John Randles, Head of Delivery at SEAI added, “Outsourcing support of our customer facing processes is vital to the effective achievement of SEAI’s programmes promoting energy efficiency and renewable energy. We look forward to working in partnership with Fexco to continuously improve our customer service offering.”
Fexco’s Denis Creighton concluded, “I am delighted to announce this news with the SEAI today and greatly look forward to working together into the future.”