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Transforming Utility Customer Service: Enhancing CX and Reducing Costs with Arise’s Intra-Day Flex Capabilities

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0 %
CSAT at or above for 5 years
(only vendor achieving goal)
0 %
abandon rate
(2.7% ahead of goal)
0 %
TCO reduction
0 %
Managed drastic forecast variance -20% to +60%

Challenge

Solution

  • storm ahead sign

    Challenge

    This major utility company faced significant hurdles in maintaining customer satisfaction during severe weather events. High call drop rates and low customer satisfaction scores were prevalent, particularly during these critical times. The client was determined to improve their customer experience (CX) while addressing severe capacity challenges, including meeting ambitious abandon rate goals—all while reducing their current total cost of delivery.

  • Woman_on_laptop_and_headphones

    Solution

    To tackle these challenges, Arise® implemented a multi-faceted approach. First, we sourced contextually aware Service Partners from Texas and nearby states with similar weather patterns to ensure greater relatability and effectiveness in handling customer inquiries during weather events. To further empower these resources, we introduced a virtual learning program that rapidly certified them on essential topics, including policies, regulations, empathy, and advanced service skills. Arise® also leveraged its proprietary Starmatic® technology to schedule resources in 30-minute increments, dramatically improving service level agreements (SLAs) while maximizing resource utilization and driving substantial cost savings. The Arise® Platform’s intra-day flex capabilities significantly outperformed the client’s previous provider, offering unmatched adaptability and responsiveness.

Results:

The results were remarkable. The utility company saw its customer satisfaction (CSAT) consistently stay at or above 90% over five years, making Arise® the only vendor to achieve this goal. Utilization rates exceeded 90%, demonstrating exceptional efficiency in resource management. Additionally, Arise® effectively managed a drastic forecast variance of -20% to +60%, maintaining a low abandon rate of 1.3%, which was 2.7% ahead of the client’s goal. Ultimately, the client experienced a 25% reduction in their total cost of ownership (TCO), cementing Arise’s role as a vital partner in their customer service transformation.

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