Today’s competitive energy markets demand operational efficiency and a customer experience that creates differentiation and competitive advantage, altogether with the utility industry that continue to be affected by trends of deregulation, changing consumer demographics, aging work force and enhanced customer service expectations. These trends combined with high raising rate of product’s price are affecting the industry.
With the current economy crisis these days many companies find themselves in a complicated situation with the challenges such as skill and talent shortages, cost pressures , and the need to invest in new technologies. The companies in this industry are now being hit in all direction. The pressure is on to find more options for your customers in terms of providing energy and more opportunities to communicate with your customers effectively. You need a company that knows your industry, your concerns, and your customers.
1st EXAMPLE: One of the Energy provider service company are committed to offering the best-value energy services. In order to deliver quality services to their customers, they need to employ hundreds of individuals in call centers. Their goal is to respond to customers calls promptly and offer accurate, relevant help and advice while still meeting demand as a result of strong customer growth. This needs to be achieved while increasing employee commitment and against a context that has seen increased cost pressures from their parent company.
Our task was to service the client’s prepaid division and was challenged to provide better service levels at lower costs.
Key services provided by Sodlan Tech include:
- Customer care for the client’s energy division
- Appointment setting for meter installations and readings
- Consumption queries
- Outbound calls to the engineering department in the case of no gas or electricity
- Handling of ?emergency gas leak? cases
- Inbound calls from members who are relocating
Improvement of customer service experience, while reducing customer support cost for the company and gain customer loyalty.
Sodlan Tech provides us a blend of functional expertise and process capabilities which spans across our diverse portfolio. Our partnership with Sodlan Tech has become an integral part of our operations and we look forward to maintaining this stability and competitive advantage in an inconsistent energy market.”Phillip B., Energize Inc.