Customer satisfaction: how NexRev goes the extra mile
When it comes to customer satisfaction, every business talks a good game. But what does the term really mean for energy and facilities management? How does NexRev deliver it? Let’s find out…
Every company recognizes the importance of customer satisfaction, but some fall short of the mark. In this blog, we’re going to consider what it takes to develop and maintain a partnership that leads to success.
Priority 1: Results, results, results
The bottom line in supplier relationships is results. A satisfied customer is one who gets what has been promised, and that means getting results.
For energy and facilities managers, the results are shown through better cost management and improved energy efficiency while still maintaining a comfortable environment. Since these are quantifiable goals, satisfaction can come from measurable outcomes. Let’s look at an example.
One NexRev multi-site customer wanted to optimize the operational performance of their individual rooftop units to substantially reduce energy costs. To achieve this goal, they selected DrivePak™ which is NexRev’s energy-saving upgrade for standard rooftop air conditioning units. The outcome of installing DrivePak was a per-site reduction of 20-28% in the company’s energy costs, reduced system maintenance, and better performance from the units.
Results like these are a fundamental requirement for customer satisfaction. In the customer’s words: “NexRev took the time to listen and confirm an understanding of all the issues that needed to be addressed and then delivered results”.
Priority 2: Benefit from a partnership
A satisfied customer is one who is a partner. Providing the right solution requires understanding your business and the exact problems that the solution needs to solve.
Again, the words of a NexRev customer best demonstrate this statement: “NexRev made the effort to understand our business needs and grasp our pain points before offering a pathway that best solved our problems. Ultimately, we felt that NexRev’s conduct was more consistent with that of a member of our own team than that of a vendor.”
Priority 3: Get, and leverage, expertise
Energy and facilities managers are experts in facilities management. But to execute their roles successfully, they often require access to deep knowledge of the multiple sub-systems and domains within their facility.
No one knows everything, so sometimes you must be able to leverage external expertise in a specific area. A satisfied customer is one that finds a partner who makes their expertise readily available.
For example, one NexRev customer says that a significant factor in its decision to work with the company was “NexRev’s ability to install quickly by using its repeatable, well-defined processes with the work done by experienced, full-time Nex Rev employees rather than contractors”.
Priority 4: Engage for tomorrow, not just today
Most commercial vendor/customer relations are initiated to solve an immediate problem, but relationships that deliver satisfaction for customers usually involve thinking ahead.
Again, as a NexRev customer puts this: “NexRev…gave us confidence that we were not only addressing our immediate issue but also future proofing ourselves for the longer term.”
Preparing your facilities for the future with IoT, AI, Machine Learning, and more becoming increasingly important. Future-proofing infrastructure means not just solving the issue at hand but putting your team in a position to fully leverage the benefits of technology advances in the longer term.
Summary
We all want to be, and have, satisfied customers. By choosing a partner who values the priorities above, you are much more likely to be and have both.
About NexRev
NexRev is the leading provider of cloud-based, multi-site energy management systems, backed by AI and delivered by SaaS models, that help businesses eliminate energy waste and reduce costs.
Our innovative Freedom™ EMS/BMS solution brings process-driven intelligence and AI to facilities management, providing complete remote control and centralized visibility of your energy-consuming devices across complex, nationwide property portfolios for leading brands in retail, theatres, restaurants, commercial, and industrial facilities.
With NexRev Freedom, our customers reduce waste, optimize energy management, and generate permanent cost savings by making the right decisions.
To begin a discussion on how we can help you to reduce energy costs and waste please email us at