Energy
Success Story: Increased customer satisfaction and enhanced self-service for leading utility company SWP
Success Story: Stadtwerke Pforzheim
Increased customer satisfaction and enhanced self-service for leading utility company SWP
Excellent service strategies for a leading utility company
OverviewSWP wanted to optimise customer service while continuing to use the existing infrastructure.
ChallengeSWP wanted a multichannel communication platform and a voice dialogue system
Solution
Thanks to jtel ACD and jtel IVR, the processes in the service centre have been significantly optimised. Improved routing has measurably improved the efficiency and productivity of the agents and the number of lost calls has fallen sharply.
jtel Industry Solution for Stadtwerke Pforzheim
– Heat and water are basic human needs. In a fast-moving and digitalised world, this also includes efficient and barrier-free communication. As a supplier of electricity, gas, water and district heating in the city of Pforzheim and the Enzkreis region, SWP always strives for continuous customer satisfaction and outstanding service. The challenge was to enhance the service experience and customer loyalty through optimised call routing and data integration into the existing backend systems.
– Together with Systemhaus Dunkelberg, an expansion of the existing Panasonic telecommunications system was initially planned in order to then provide an IVR portal and inbound voice routing for the first process optimisation in the service centre. The new solution immediately brought noticeable improvements through an increase in net calls in less time as well as a reduction in customer churn and demonstrably higher customer satisfaction.
Thanks to the good and professional advice in every situation, we were able to set up our system in the best possible way. The foresighted advice minimised sources of error during setup and the transition from the old system to the new world was never negatively noticeable for our customers. The improvement in structures is characterised by the increase in our accessibility for the customer. - Sven Jüttner, Head of Customer Consultancy at SWP
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