Customer Service Department
Customer Service Department of SYABAS offers a convenient and effective communication channel for customers to contact SYABAS and vice-versa on water supply related matters and problems. Equipped with a professional grade telephony & CRM database system our contact centre (Pusat Perkhidmatan Pelanggan ( PUSPEL) is able to liaise through online, real-time with its district offices. PUSPEL is operational 24-hours and receives, manages, and resolves all consumers' complaints and queries related to water supply, water quality, water bills, water disruptions, etc. Consumers can contact PUSPEL via the toll free line 1-800-88-5252 or send their complaints and enquiries through various channels, such as fax to 03-2295 5168 or e-mail to firstname.lastname@example.org or send a short messaging service ("SMS") to SYABAS by typing PUSPEL< space >< complaints/enquiries > to 39222. To provide even more convenience to the consumers, SYABAS has launched its Twitter and Facebook website as the latest medium to get connected directly with the consumers. Consumers can register at Twitter by typing www.twitter.com/puspel or search by typing ‘puspel syabas’ in their Facebook.
Customer Service Department currently comprises of the following units:
PUSPEL Contact Centre is a 24-hour-operating contact centre which provides solution to customers by helping SYABAS’ customers in water supply-related matters in an effective and efficient manner. Manned with 60 call centre agents, the Contact Centre runs its 24/7 operation at SYABAS HQ. For 2010, PUSPEL Contact Center has received a total number of 506,590 calls and the total number of reported cases were 204,973.
SYABAS realises the importance to have a high quality and reliable water supply system in order to support the industrial and commercial sectors-hence the creation of ICU. ICU is a unit, which is committed to provide complete assistance to customers in the industrial and commercial sectors. For 2010, ICU had carried out 3,089 site visits to trade and industrial areas.
YAKIN, a unit which focuses on reaching residential or domestic customers was formed to cater to the needs of the domestic consumers through close rapport with Ahli Dewan Undangan Negeri (ADUN), Penghulu / Ketua Kampung / Community leaders, in order to better understand their problems, needs and preferences and provide solutions to customer satisfaction. YAKIN takes customer service to the next level by going down to the grassroot and troubleshoot problems and grievances faced by the individual consumers. Currently, YAKIN has a list of 7,979 Jawatankuasa Kemajuan dan Keselamatan Kampung (JKKK), Jawatankuasa Kemajuan dan Keselamatan Persekutuan (JKKP), Joint Management Body (JMB), Resident Associations as well as leaders of House of Worships and has organised 3060 visits throughout 2010.
Counter Service is another unit under PUSPEL which is tasked to manage SYABAS’ counters in all its District Offices within Selangor, Kuala Lumpur and Putrajaya. Its function is also to streamline all SYABAS service counter operations and to ensure the walk-in customers are attended to in a fast and efficient manner, via its tagline S.M.A.R.T (Smile, Manageable, Accessible, Reliable, Timely).
SYABAS values the importance of having and maintaining repository of customers’ data and this database management will interface and support the various processes and application programmes that require customers’ information and behavioural trend. Thus the customer database management is an integral part of SYABAS customer relationship management, giving us the ability to create personalised and differentiated customer experiences. The Customer Database Management Section (CDMS) is responsible for the organised collection of customers’ data, the procurement of appropriate database processes to ensure its structured verification and compilation and to make the relevant data available to the various SYABAS processes and application systems.