Success Story: Stadtwerke Pforzheim

Increasing customer satisfaction and extending self-service for leading utility SWP

Outstanding service strategies for a leading utility

Overview

SWP wanted to optimize customer service while continuing to use its existing infrastructure.

Challenge

SWP wanted an omnichannel communication platform and an interactive voice response system

Solution

jtel ACD and jtel IVR significantly optimized service center processes. Improved routing measurably increased agent efficiency and productivity, while the number of lost calls fell sharply.

jtel's industry solution for Stadtwerke Pforzheim

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Heat and water are basic human needs. In a fast-moving, digitalized world, efficient and accessible communication is another essential. As a supplier of electricity, gas, water and district heating in the city of Pforzheim and the Enzkreis region, SWP continually strives for customer satisfaction and outstanding service. The challenge was to improve the service experience and customer loyalty through optimized call routing and data integration with the existing backend systems.

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Together with systems integrator Dunkelberg, the first step was to plan an extension of the existing Panasonic telephone system, followed by an IVR portal and inbound voice routing to deliver the initial process improvements in the service center. The new solution brought immediate, tangible improvements: more net calls handled in less time, reduced customer churn and demonstrably higher customer satisfaction.