Case study

Automating the service process for a Partner in the energy sector

We provided support to one of the leaders in the energy market in Poland by operating a hotline and an emergency call center, as well as executing sales campaigns.

90%

of the calls related to meter reading were handled by the voicebot

What challenges did we face?

* 24/7 emergency call handling all year round and adaptation to unpredictable activity (outages) – a team on stand-by.
* Management of telephone calls and e-mails from customers.
* Voicebot implementation.
* Implementation of energy and gas sales campaigns.
* Provision of information about the energy supplier switching process.
* Handling of calls and e-mails at the Partner's premises.

What we did:

Preparation

01
We recruited approximately 700 consultants.
02
We developed training materials and programmes.
03
We supplied and configured a customer service voicebot.

Implementation

We carried out training sessions.

We introduced a stand-by system.

We implemented a voicebot to collect meter information, which handled more than 90% of the calls related to meter reading.

Execution

We provided 24/7 emergency number service all year round.

We provided information, handled enquiries and finalised sales processes.

We managed documentation – the back office.

We provided services at our Partner's premises.

Results

The solutions we introduced improved service efficiency and increased customer satisfaction. The campaigns helped increase the number of new electricity and gas contracts.