{"id":4351,"date":"2020-05-08T22:18:35","date_gmt":"2020-05-08T22:18:35","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4351"},"modified":"2020-07-01T12:14:18","modified_gmt":"2020-07-01T19:14:18","slug":"smud","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/smud\/","title":{"rendered":"Sacramento Municipal Utility District"},"content":{"rendered":"<h4>\n\t\tTransforming Technology\n\t<\/h4>\n\t<h1>\n\t\t\t\tfrom End-of-Life to Cutting-Edge\n\t\t\t<\/h1>\n\t\t<p>With a technological and customer experience assessment, PTP was able to develop a full, multichannel customer service portal for the <strong>Sacramento Municipal Utility District<\/strong> (SMUD). Outdated systems were eliminated, and natural language applications and continued support and training options were implemented.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/smud_logo_circle.png\" alt=\"smud_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>SMUD\u2019s legacy voice systems and existing infrastructure was not meeting their business goals, creating a range of challenges for both customers and staff, including:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tAn inability to handle increased call volumes during power outages<\/li><li>\t\t\t\t\n\t\tObstacles to optimal employee efficiency <\/li><li>\t\t\t\t\n\t\tNo long-term strategy for natural disasters and outages<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tHow PTP Brought SMUD from Legacy to Latest\n\t\t\t<\/h3>\n\t\t<p>After leading a strategic assessment of both the contact center and customer experience, PTP developed and implemented a plan to serve SMUD\u2019s most pressing technological needs. Our implementation and solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>Expansion of Customer Service ChannelsBy improving and building on current customer service channels, the ability to provide excellent service was strengthened.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Premise-Based Solution to Replace End-of-Life-TechnologiesA scalable solution was designed for SMUD, crafting a single centralized infrastructure for numerous systems and vendors.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Closure of Communication GapsPTP mapped the customer experience to reduce call volume, address common questions, and grow self-service opportunities. <\/p><\/li><li>\t\t\t\t\n\t\t<p>Multi-Channel PortalCustomer service became easier and more efficient when calls were routed to the proper agents, while an increase in customer data collection cut call handling time.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/smud_image_small.jpg\" alt=\"smud_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\/smud_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\/increase_revenue.png\" alt=\"increase_revenue\" itemprop=\"image\"\/>\n\t\t\t<h4>10% year-over-year growth in revenue<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/more_customers_orange.png\" alt=\"more_customers_orange\" itemprop=\"image\"\/>\n\t\t\t<h4>723\/1,000 JD Power &#038; Associates customer satisfaction score<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/connection_light_blue.png\" alt=\"connection_light_blue\" itemprop=\"image\"\/>\n\t\t\t<h4>A centralized infrastructure consolidating 15 different systems<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/reduce_calls.png\" alt=\"reduce_calls\" itemprop=\"image\"\/>\n\t\t\t<h4>Reduced call volume<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/self_service.png\" alt=\"self_service\" itemprop=\"image\"\/>\n\t\t\t<h4>Increased self-service options<\/h4><h6> <\/h6>\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>SMUD is the sixth-largest community-owned electricity provider in the U.S., and has been serving Sacramento County for more than 65 years with award-winning energy efficiency solutions and renewable energy strategies.\u00a0<\/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>Transforming Technology from End-of-Life to Cutting-Edge With a technological and customer experience assessment, PTP was able to develop a full, multichannel customer service portal for the Sacramento Municipal Utility District (SMUD). Outdated systems were eliminated, and natural language applications and continued support and training options were implemented. THE CHALLENGES SMUD\u2019s legacy voice systems and existing [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":170,"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-4351","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4351"}],"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=4351"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4351\/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=4351"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}