Intranet Tip: Improve Customer Service with Online Reference Material

In brief: Organized, up-to-date and accessible documentation helps North American Power agents serve their customers.

North American Power sells electricity and natural gas across the USA. Their business is built on great customer experience and referrals. NA Power needed a way to organize service documentation, including complex pricing and regulation materials. With documents stored on their intranet, agents can quickly reference the most up-to-date information and educate customers. Using their intranet as a resource manual for facilitating customer calls has increased customer service levels.

NA Power uses ThoughtFarmer for customer service references

ThoughtFarmer’s Intranet Tips are a biweekly series of brief, actionable tips that show you how real companies are using real intranets to solve real business problems. Have a Tip to share? Send a screenshot and brief description to

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