Introducing Martha: your new AI assistant for fuel delivery updates
If you’ve ever placed a fuel order and been left wondering when, or even if, it’s going to arrive, you’re not alone. Last winter, we heard directly from our customers, who told us that receiving clear, timely updates about the status of their deliveries was important to them. We’ve listened and, this winter, we’re doing things a bit differently.
We’re introducing Martha – Craggs Energy’s helpful and friendly AI customer support assistant. Here, we explain what led us to create Martha and outline what she’s designed to do, how she can help, and, importantly, how she’ll work alongside our service team.
Why Martha, and why now?
The decision to create our AI customer support assistant came directly from what our customers told us. This time last year, delivery update queries made up a large proportion of the calls that came into our teams. But many of the questions were straightforward, and we understood and empathised with the fact that, even for the simplest of questions, it could still mean waiting a while for a member of the team to become available. So, we set about finding a better way to get the simple answers to you quickly, while ensuring our people were afforded the time to dedicate to your more complex queries and the instances where their personal support is more valuable.
And that’s where Martha comes into her own.
The difference Martha brings to your support system
In the capable hands of Martha, you can expect an answer straight away. You won’t find yourself on hold or waiting for a call back to find out what’s happening with your fuel order – you’ll be able to get a clear update from Martha directly and instantly. Whether your order is due for delivery, already on the roads with our drivers, or needs to be flagged with our transport team, Martha is designed to give you that information quickly and assist your fuel management.
You’ll also be able to get out-of-hours support, which means you can check on your delivery even when our team isn’t available. We’re hoping you’ll find this particularly valuable as we approach the colder, darker months, when demand for fuel typically increases, emergency supplies may be required, and delivery update calls have been known to make up a third of our incoming call volume.
Meanwhile, for our teams, the launch of Martha means less time spent answering routine questions you need quick answers to, and more time to dedicate to those needing more tailored and personal support. Martha wasn’t designed to replace those conversations – in fact, our new AI assistant will ensure the right conversations reach the right people. Urgent or complex requests can still be escalated to a member of our team – our helpful humans aren’t going anywhere. What’s more, by making it easier to pinpoint orders that need attention from our transport team – and eventually helping us recognise when customers are approaching the point they need to reorder – Martha has the potential to help our team become even more proactive in our customer communications.
Meeting the overall objectives of an AI assistant
For us, communication is crucial. There are no excuses or exceptions, and sometimes you need round-the-clock updates or simply quick reassurance that enables you to get on with your day. Martha gives us an additional and complementary way to keep you informed about the things that matter to you – she provides quick answers when you need to understand a delivery status, while our people remain available and at your service whenever you need anything more.
Still have questions? Hopefully, we can settle them below:
Why are you introducing Martha?
Because the people that matter to us most – our customers – told us they needed quicker, clearer updates about their fuel deliveries. Martha exists to give you another way to get a prompt answer to the more straightforward delivery questions, without having to hang around waiting for a call back.
What can Martha help me with right now?
At launch, Martha is equipped to answer ‘Where’s my fuel?’ questions. If you’re on the go, you can get a quick update on the status of your order and find out whether it’s due for delivery or already on a vehicle.
What if I need to speak to a real person?
You still can – our helpful humans remain available and at your service. If you have an urgent need or a more involved query, Martha will escalate it to a member of our customer team, who will provide the personal support you need.
What are you planning next for Martha?
This exciting new addition to the team and your customer support service is really only in its infancy. We’re already working towards making Martha available through WhatsApp and website live chat, with further features planned to make keeping track of your fuel even easier – but we’d like your input as well. Your feedback will help inform Martha’s development and ensure she continues to evolve around what our customers need.
For more information and to get a better understanding of how Martha can support your fuel management, get in touch or call 0345 646 1777 (option1) and we’ll be happy to formally introduce you to the newest member of our customer support team.
