TCN and Apa Prod agree partnership

Call centre technology platform TCN, has announced it has agreed a new partnership with water utility provider Apa Prod.

Apa Prod, is a Romanian regional water and sewage provider serving over 70,000 B2B and B2C clients, being the water supplier for Hunedoara County in western Romania. Recent EU regulations have mandated that utility companies in Romania operate as independent entities. 

Victor Marcu, TCN EU Business Manager said “Based on our extensive experience in this industry, we managed to help Apa Prod truly understand the customer’s perspective in interacting with the omni-channel contact centre, and from there, how to implement the necessary functionalities and professionally train its agents. It is already using TCN software for approximately 100,000 customer interactions per month. This is just the beginning.

“It was quite complex, as Apa Prod is a client that needed a lot of functionality, which they found with the TCN Operator platform. It can make calls, communicate via chat, SMS, and email, while also analysing calls and benefiting from relevant reports for all these interactions.”

Dorin Gligor, General Manager of Apa Prod, said “I believe that, in the medium term, implementing such a solution was the only way to improve the communication experience with our customers. At the same time, automating some interactions will increase the efficiency of Apa Prod’s contact center.”

“We wanted to automate our interactions and improve the customer experience, and we chose TCN because it was the best company that could offer us a product to meet our needs.”

Kerry Sherman, Vice President of TCN, said “I am delighted that our EU team has managed to assist Apa Prod, providing not only the technical solutions needed to run a busy and demanding contact centre but also consultancy on how to properly interact with their customers.

“In the UK, many of our clients are in the collections and accounts receivables sector. This contract shows how TCN’s cloud-based software solution is versatile and can assist many different sectors. We look forward to a long-term relationship with Apa Prod and to helping them grow in the area of customer interaction.”