SARAWAK ENERGY STRENGTHENS DIGITALISATION EFFORTS TO ENHANCE CUSTOMER CONVENIENCE

KUCHING, April 24 (Bernama) -- Sarawak Energy continues to enhance its digitalisation initiatives to provide more efficient, convenient and customer-focused services.

Sarawak Energy’s vice president for retail, Ng Shou Fui, said that while the company is moving towards greater digital adoption, it remains mindful of customers who may not be familiar with digital tools.

“Our service centres remain equipped with physical touchpoints and frontline staff, including greeters, to assist customers with payment kiosks and navigating services.

“We also monitor customer traffic and can activate additional counters when needed to help manage higher volumes,” she said in a statement here today.

Through its digital platforms, such as the SEB Cares app, customers can manage billing, payments and service-related requests from anywhere, significantly reducing waiting times and long queues at service centres.

Ng said that as more customers transition to digital platforms, foot traffic at Sarawak Energy’s Customer Service Centres has declined since pre-pandemic levels, enabling more efficient counter operations and expanded service availability online.

She also noted that Sarawak Energy has introduced the SEAS Appointment System, allowing customers to schedule their visits in advance and minimise waiting times.

“Customers can select their preferred counter, date and time at least one day before their visit and arrive just five minutes prior to their appointment.

“For a smoother process, customers are encouraged to refer to the checklist available at www.sarawakenergy.com to ensure all necessary documents are prepared ahead of their visit,” she said.

Ng also announced that Sarawak Energy is launching a pilot project featuring vehicle-based service counters that will travel to rural communities, allowing residents to make bill payments and access essential services without needing to visit major towns.

-- BERNAMA