EDF
UK Power Networks
Scottish Power

“A flexible, scalable omni-channel full cloud solution with easy integration possibilities.

“Customer oriented company with dedicated staff members. Together with them we built a strong relationship and they constantly help and advice us to get the best (storm) solution.”

Functional Manager Telephony in the Energy and Utilities Industry

The utilities sector is under constant scrutiny and regulatory pressure to provide excellent customer experiences, and the increasing saturation of the market only adds to this. Due to the daily demand for utilities in a competitive landscape, water, gas and energy providers require a reliable, highly scalable communications infrastructure to ensure their customers are receiving high standards of Customer Engagement and Experience whenever they require. Utilities providers must ensure that they can handle any quantity of incoming interactions from any channel quickly, whilst delivering a highly personalized service, to improve customer satisfaction ratings and avoid regulatory fines.

Moving to the cloud has helped many companies in the utilities sector, including UK Power Networks and Scottish Power, to overcome these challenges, leave behind penalties, and climb the regulatory leaderboard towards incentives.

“The reason for Content Guru was that it was a partnership. It was about taking challenges in our business, sitting down together and workng through what those possible solutions were.”

Head of Customer Service, UK Power Networks

Scale Your Contact Center to Handle Any Spike in Demand

CHALLENGE

With utilities such a crucial part of the function of everyday life, unforeseen circumstances such as outages or service disruptions can drastically increase the number of incoming contacts, and overwhelm contact center advisors. This can lead to long waits in queues, and frustrations from both customers and advisors, which increase agent churn and significantly reduce customer satisfaction scores. Negatively impacted customer service ratings increase the risk of utility providers being given fines from regulators, such as Ofgem.

SOLUTION

Companies need to adopt an instantly scalable solution to handle any level of concurrent demand across every channel of communication, ensuring all customers are answered quickly and appropriately. By using information gathered from external systems, companies will be able to determine the most suitable action for each individual customer and how best to direct their inquiries, whether this be towards self-service, or to a live agent via web chat. This ensures that customers receive the right level of engagement regardless of demand.

PRODUCT

Limitless scalability in the cloud

Learn More

Aid Customers Through Proactive Multi-Channel Alerts

CHALLENGE

Utilities are a vital part of everyday life, and are often crucial to those who are vulnerable or in urgent situations, for instance in hospitals or for the elderly. It is imperative that utility providers are able to rapidly communicate with these customers during inevitable outages and disruptions. Due to the number of inquiries about service updates from all customers, providers struggle to know who to prioritize, which often results in long wait times for all customers, including those who are vulnerable.

SOLUTION

By using a solution which integrates seamlessly into existing databases and third-party systems, businesses can proactively push omni-channel real-time service information to customers during peak periods. Intelligent automation can be used to respond to affected callers through cross-checking postcodes and sending SMS responses, reducing demand on live agents, and enabling the prioritization of vulnerable customers and complex inquiries. By directly routing vulnerable and priority customers to a preferred live agent, businesses can utilize historical data to understand requirements and previous agent interactions.

PRODUCT

AI-driven automation

Find Out More

Transform Customer Experience With Technology

CHALLENGE

In a highly saturated market, utilities companies must compete largely on the basis of price, as well as providing the customer with an easy-to-use, consistent service. With technology and communications infrastructure developing so rapidly, and quickly becoming outdated, utility providers may hinder their success in the market if they are unable to invest in future-proofed technology. Inability to adapt is unacceptable when the consequences are so high and dissatisfaction is so vocal, and could lead to utilities companies falling out of favor.

SOLUTION

To ensure outstanding customer service whilst saving costs and enhancing ease of engagement, providers must move their communications infrastructure to the cloud and integrate their systems into a centralized location. Bringing together all data in multiple disparate systems ensures a personalized service is delivered, and improves customer experience. This easy accessibility of data also ensures that incoming contacts can be identified and routed appropriately, as well as reducing call handling times by viewing previous interactions and understanding the relationship.

PRODUCT

Complex custom integrations

Learn More

Gartner Peer Insights
Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

The Gartner Peer Insights Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences and do not represent the views of Gartner or its affiliates.

© 2019 CONTENT GURU LIMITED