Company Overview:
A regional public utility had a call-to-action to improve its
customer service due to regulatory requirements. Its legacy
platform could not provide the necessary capacity, flexibility and
capability required. Service levels had been on a steady decline,
accelerating more so over the few years prior to the required
change. By improving its customer service, the utility sought to
provide personalized customer service, streamline operations,
reduce costs and meet regulatory requirements. The utility had 3
call centers and over 30 local facilities that each needed to
provide seamless service to its customers.
Having a sound solution was one part of the situation. The other
was the ability to have on-going sustaining and enhancing of the
solution so that additional business objectives could be met.
Purpose:
This utility required a support, operations, application
management and monitoring provider to provide high quality and
reliable services to ensure the platform and the applications were
reliable and provided to the business its goal of world-class
customer support. The utility faced severe penalties from the
Public Utilities Commissions if it did not meet the legislated
service levels for call handling and system availability. Ensuring
the business met its obligations had to be job one of the managed
services provider.
After a competitive proposal process, eLoyalty ICS Managed
Services and its Operate and Run service was chosen due to is
proven track record of assisting its clients in achieving solution
stability and optimization.
Business Objectives:
- Improve customer service through effective IVR self service
including speech-enabled applications and call routing design to
ensure the customer is assisted on the first call by the right
company representative.
- Meet all regulatory service requirements including
availability, call handling responsiveness, 100% call recording,
and operations reporting especially during emergency situations
such as inclement weather outages, gas leaks and other serious
customer-impacting situations.
- Achieve streamlined and efficient business operations that meet
the other business objectives in a cost-effective manner.
- Outsource all technical operations, support, application
management, and monitoring to a reliable and capable provider.
- Ability to make changes rapidly but with high quality is
critical especially when weather issues bring forth new customer
service challenges.
The Solution:
ICS Managed Services Operate and Run from eLoyalty.
The Process:
- Designed, installed and implemented call routing utilizing a
Cisco IP/IVR and UCCE solution.
- Implemented several IVR applications to allow a greater degree
of self-service including account information, bill paying and
service management.
- Designed and implemented a customer CTI desktop for client
representatives utilizing information captured in the IVR session
and enabling the appropriate screen pop. The customer is better
because the information they provided is used by the solution to
retrieve their relevant data and make that data available to the
client service representative.
- Enabled operations real-time and historical reporting so the
contact center and customer service operations teams can have
insight into operations and adjust as necessary so their customer
is optimally served.
- Enabled intelligent screen population based on data entered in
the IVR.
- Provide agents with caller identification and purpose of the
call when transferring an interaction from the IVR solution.
- Engage ICS Managed Services Operate and Run during the
deployment to ensure efficient and effective transition to support
and operations.
- Highly utilize ICS Managed Services Operate and Run during
production to introduce call routing changes, ensure incidents are
handled promptly and with minimal impact servicing the
customer.
Results:
- Strong solution design and implementation and operate and run
services have enabled the client to achieve its business
objectives.
- High-touch client-focused service by ICS Managed Services
Operate and Run have assisted the client's customers service
objectives.
