Improving the Customer Support Experience for a European Utility

Client background:

• Client: Danish energy and utility provider
• Industry type: Energy & Utilities
• Products or services: Power generation, transmission and distribution
• Areas of operations: Denmark

Challenge

A European utility giant deals with huge volumes of customer information. Legacy systems made it challenging to access the required customer information and analytics needed to provide efficient customer service. The utility realized it needed to update its legacy systems. The goals of the upgrade should reduce both call-wait times and the time required to prepare the management analytics necessary to help the support team improve the entire customer support experience.

Solution

The company engaged Wipro to leverage its customer journey engineering methodology. The team identified the key personas (contact center agent, back-office team, service manager, and multiple consumer personas) involved in customer support and redesigned processes for each. Further, the team developed an optimal system design while ensuring a user-friendly interface that accelerated workflow navigation including access to all needed customer information and enhanced analytics.

Wipro implemented the system on Oracle’s CX Service Cloud platform. The redesigned customer support workflows transformed the complete customer-care process by enabling personalized customer support experiences and providing end-to-end business process improvements with visibility to valuable enhanced analytics.

Business Impact

Empowered with a completely redesigned customer support system, the utility saw an immediate 11% reduction in call handling time. With enhanced reports and analytics dashboards now available online, customer care managers have access to performance data and analytics with the click of a button. Customer experience is a major theme in digital transformations around the globe. With the implementation of the redesigned customer experience solution, the European utility has elevated the support experience for their customers.