Industries
Utilities & Energy
As customers expect a fast and efficient multi-channel customer experience, utility companies are leveraging industry insight and strategy to create deeper relationships with their customers while meeting regulatory requirements, business drivers, and goals. We work with utility companies across the U.S. to efficiently manage compliance and security demands, optimize workflow, and break down silos to build customer connections through seamless communication that educates and empowers. Whether you are looking to upgrade your computer information system (CIS) or to optimize an existing system to obtain a higher ROI, we work with regulated and unregulated utility and energy companies to transform their customer experience.
Hawaiian Electric Connects Customers Across Islands With One CX System
Strained by the high cost to import and produce coal-based electricity, Hawaiian Electric was looking for ways to reduce costs throughout their organization to offset production costs. Each island had siloed contact centers and disparate systems. To connect all three islands with one customer experience solution, Hawaiian Electric integrated an IVR solution that had queue and callback features, intelligent call routing, and reporting. New technology built on existing legacy systems to optimize former investments and at launch, all islands were supporting one another in real-time to reduce operational costs and better serve their customers.
Transportation Company Automates Service Recovery
An energy transportation company looking to gain efficiency with their fleet of vehicles and to improve service recovery, upgraded their customer experience solution for streamlined processes and rapid response capabilities. Previously, the drivers had to figure out which of the 12 phone numbers to call to report their problem. The numbers were written on a Post-it note taped to the dashboard of a truck. Going forward, the drivers have GPS enabled mobile phone applications that provide real-time transport data to a central analytics solution that automatically sends an email or IVR call to proactively update customers when a shipment is going to be late or re-route trucks due to breakdowns or other irregular events. Drivers can also simply speak into their mobile phones to “dial office” and a speech-enabled IVR solution will intelligently route them to the service department they need. With upgrades to their CX solution, data from 15,000 trucks and drivers brought actionable insight for simplified back-office processes, improved fleet efficiency, and greatly improved customer experience.
Nevada Energy Leverages A Multi-Channel Cloud-Based CX Upgrade To Provide Unified, Consistent Support To Customers
Due to antiquated technology that resulted in technical and functional siloes, Nevada Energy needed a cloud-based CX solution that would simplify several disparate systems into one unified, enterprise-wide solution. Nevada Energy now has a single technology footprint across the state for all types of interactions to position them to adapt to the changing needs of their customers. By streamlining their technology and processes, Nevada energy provides a more consistent customer experience across channels, while optimizing resources across their organization, resulting in reduced administrative, maintenance, and labor costs.
7 Innovative Ways to
Improve Customer Service
If you're looking for the best solutions to improve your customer experience and win more happy customers, fill out the form below to download our eBook.