{"id":4301,"date":"2020-05-08T19:24:01","date_gmt":"2020-05-08T19:24:01","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4301"},"modified":"2020-07-01T12:01:39","modified_gmt":"2020-07-01T19:01:39","slug":"hawaiian-electric","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/hawaiian-electric\/","title":{"rendered":"Hawaiian Electric"},"content":{"rendered":"<h4>\n\t\tOne Integrated Solution to\n\t<\/h4>\n\t<h1>\n\t\t\t\tServe the Islands\n\t\t\t<\/h1>\n\t\t<p>PTP built and implemented an updated contact center solution that enabled <strong>Hawaiian Electric<\/strong> (HECO) to intelligently route customer interactions, improving the customer experience and reducing costs significantly.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/hawaiian_logo_circle.png\" alt=\"hawaiian_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>HECO is the primary energy provider for six of Hawaii\u2019s islands, but their existing contact center solution was too fragmented to be effective. As a result of an outdated infrastructure, HECO was struggling with the following challenges:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tA lack of automated interactions and self-service<\/li><li>\t\t\t\t\n\t\tSlow issue resolution<\/li><li>\t\t\t\t\n\t\tIneffective communication regarding outages<\/li><li>\t\t\t\t\n\t\tRoom for improvement in the customer experience<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tForming a Technology Partnership\n\t\t\t<\/h3>\n\t\t<p>HECO entrusted PTP with creating a modern contact center infrastructure, with the overarching goal of improving the customer experience. Our solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>A 360-Degree View of the CustomerAdvanced reporting and data collection across all islands allowed agents to build a holistic view of the customer, enabling faster issue resolution and more proactive outreach.<\/p><\/li><li>\t\t\t\t\n\t\t<p>More Self-Service OpportunitiesThe IVR solution featured advanced automation and self-service options, cutting down handle times, serving more customers, reducing operating costs, and handling outages more effectively.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Workforce OptimizationBecause calls can be routed to any agent, the HECO workforce is better utilized.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/hawaiian_image_small-.jpg\" alt=\"hawaiian_image_small-\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/hawaiian_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/more_customers.png\" alt=\"more_customers\" itemprop=\"image\"\/>\n\t\t\t<h4>1.33 million customers benefiting<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<p>from effectively routed calls<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/center_contact_center.png\" alt=\"center_contact_center\" itemprop=\"image\"\/>\n\t\t\t<h4>1 unified contact center platform<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<p>with several self-service options<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/call_time.png\" alt=\"call_time\" itemprop=\"image\"\/>\n\t\t\t<h4>Improved call resolution time and service delivery<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/increase_blue.png\" alt=\"increase_blue\" itemprop=\"image\"\/>\n\t\t\t<h4>Increased service levels<\/h4><h6> <\/h6>\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>Hawaiian Electric Company (HECO) has provided modernized energy solutions to the Hawaiian islands for more than a century, serving 95% of residents across Oahu, Maui, Hawaii Island, Lanai, and Molokai.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>One Integrated Solution to Serve the Islands PTP built and implemented an updated contact center solution that enabled Hawaiian Electric (HECO) to intelligently route customer interactions, improving the customer experience and reducing costs significantly. THE CHALLENGES HECO is the primary energy provider for six of Hawaii\u2019s islands, but their existing contact center solution was too [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":80,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4301","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4301"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4301"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4301\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4301"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}