Case Study : UK Power Networks
UK Power Networks is the UK's largest electricity distributor, responsible for delivering power over 8 million properties and residential properties which equates to more than 20 million people. It generates over £1.1 billion in revenue every year, and employs 5,000 people. 500 of these operate in its customer-facing contact centers, distributed across geographically disparate offices.
UK Power Networks has migrated its communications estate to Content Guru’s storm platform in a series of phases, enabling it to address its pressing communications requirements, and then to leverage the platform’s rich depth of features to improve other areas of its infrastructure.
“Initially we looked to Content Guru to address a point requirement; protecting our contact centers from the overwhelming volumes of traffic during periods of service disruption. In this, storm exceeded our expectations. The platform not only keeps our frontline communications live, even when we hit our peaks, but it also allows us to make substantial operational savings.
“After addressing our core customer-facing issues, we were so impressed with the platform that we began to use it to address other areas of the business. storm enabled us to start engaging with customers pro-actively, across different channels, without needing to hire more agents — in fact, because we now automate most of our enquiries through the platform, we’re able to free up our agents to deal with higher-value customer enquiries.”
Romolo Falcucci, Technical Architect, UK Power Networks
94% compliance with service levels, eliminating penalties and even qualifying for incentive bonuses
+1000% normal contact levels handled seamlessly using storm SHIELD<sup>TM</sup>’s massive capacity in the cloud
93% of contacts now self-serve via voice, web chat, SMS and soon social media.
<10 second response times due to enhanced real-time analytics
50% reduction in repeat callers through storm SHOUT<sup>TM</sup>’s pro-active SMS capabilities
To-the-second accuracy in provisioning of personalized information.