VIRGINIA BEACH, Va. – Nov. 8, 2019 – As part of its commitment to providing natural gas customers with best-in-class service utilizing innovative technology, Virginia Natural Gas (VNG) is enhancing its ability to quickly and directly reach customers by leveraging mobile phone technology.
VNG is introducing “Keep Me Informed” or KMI, a new communications platform that proactively provides status updates to residential customers about their scheduled appointments through text messages. When scheduling certain types of service appointments, such as new service connections, VNG customers will now be able to opt-in to receive text messages to keep them informed of the status of their appointment.
“As customer expectations continue to grow and shift and the technology available to us evolves, adding another option for our customers to communicate with us is one of many ways we're adapting and adjusting our operating practices to meet new and changing demands,” said Rus Hayslett, vice president of operations. “By offering KMI text messaging, we hope to make customer interactions with Virginia Natural Gas more convenient, and ultimately make it easier to do business with us.”
Customers whose appointments are covered by KMI will receive a confirmation text after a new service connection appointment is scheduled and receive a reminder message the day before and the day of their scheduled appointment. The KMI system, introduced across VNG’s service territory in October, will also send a text alerting the customer that the technician is on the way. Once work is complete, customers will be notified through a final text, which will include a link for them to complete a customer satisfaction survey.
The Keep Me Informed text messages are currently being used for new service appointments with plans to expand the service to other appointment types in the near future. For more information on Keep Me Informed, call our Customer Care Center at 1-866-229-3578.
About Virginia Natural Gas
Virginia Natural Gas is one of four natural gas distribution companies of Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE: SO). Virginia Natural Gas provides natural gas service to nearly 300,000 customers in southeast Virginia and has been recognized as one of the safest, most reliable and customer-focused natural gas service providers. Consistently ranked in the top quartile for customer satisfaction by J.D. Power and Associates, the company has also been recognized by the Virginia Department of Mines, Minerals and Energy and the Virginia Oil and Gas Association for its safety, community outreach and educational programs, and was named Local Distribution Company for three consecutive years. Virginia Natural Gas has been ranked by its business customers as being one of the most Trusted Business Partners in the utility industry according to Cogent Reports, and as one of the Top Workplaces in Hampton Roads by Inside Business. For more information, visit virginianaturalgas.com and connect with the company on Facebook, Twitter and Instagram.
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 700,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines, asset management for natural gas wholesale customers and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com.
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