Case Study

Utility Call Center Implementation

Client Background and Overview

A large-sized utility, servicing 150,000 customers, was facing significant challenges with their billing system and numerous customer service complaints. Recognizing the need for a significant change in their technology and mode of operation, they approached Turnkey Solutions to assist them in finding the right vendors and implementing the right solution to solve their issues.

Challenges

The client faced the following challenges:

  • The outdated billing system posed significant operational challenges.
  • Customer payments could only be collected in person or via the mail, limiting convenience.
  • Call center reporting was not comprehensive enough to help the client fully understand areas where improvement was needed.
  • Processes were cumbersome and not designed with customer needs in mind.
  • Processes were not standardized or documented.
  • The client needed to find an optimum technology solution to resolve all challenges.
  • The client needed to provide change management and ensure staff acceptance of new technology and processes.
  • Midway through the project, the main location of the call center had to move to another building, and new call center technology had to quickly be procured and implemented to accommodate the move.
  • The client’s shift from manual to automated meter reading (AMR) systems required substantial operational and procedural adjustments.
  • Inadequate communication and understanding between leadership and employees affected organizational cohesion.
  • Call center employees were not trusted to handle certain customer billing issues due to a lack of understanding of organizational goals.
  • Business units operated in silos and did not communicate changes in processes with each other.
Solution

The client used Turnkey Solutions’ consultation services to develop their request for proposal, including the vendor evaluation methodology for the new billing system and automated meter reading (AMR). Turnkey assisted in the selection process by facilitating meetings and interviewing perspective vendors for the client. Once the vendors were on board, Turnkey Solutions provided specialized program management assistance, process mapping, training, and change management services.

In the midst of the project, it was determined that the project location and all technology would have to move to another building, and the client did not want to jeopardize the go-live date. Turnkey Solutions was asked to quickly implement brand-new call center technology in the new building. In conjunction with the move, Turnkey recommended and helped the client implement a new interactive voice response (IVR) solution that collected customer payments via phone. Turnkey Solutions also used its call center technology expertise to show the client how to implement a coding system for call types that allowed them to extract data regarding the types of customer calls that generated the greatest volume.

A new telephone system and IVR were installed in record time, and the deadline for the entire project was kept intact. To ensure there would be no service interruption, Turnkey Solutions created a Business Continuity Plan based on company best practices, allowing the client to roll back to their original systems in the event of any major glitches at go-live.

Turnkey Solutions conducted training for employees and management to communicate goals and challenges clearly. Processes were documented and standardized. All employees across business units were trained on goals and processes and how those processes applied to their role in the organization and impacted the organization as a whole. Intra-Business Unit Focus Group Meetings were held for personnel across business units to communicate process issues and hand-offs and agree on the most efficient methodology to deliver service.

Impact

The implementation of the new system was remarkably smooth, completed on time and under budget. It resulted in a significant reduction in customer service complaints and streamlined business processes in the call center to accommodate new technologies. The introduction of a new IVR system enabled the collection of over $6,000,000 per month in customer payments via telephone. Moreover, there was an impressive 86% reduction in resources required for meter reading, including personnel, vehicles, and equipment, with redeployment of these resources to other areas for enhanced efficiency. This initiative fostered improved communication and collaboration between business units, management, and employees, leading to the discovery of more efficient ways to conduct business. Customers were serviced more efficiently, leading to a decrease in calls due to a one-call resolution approach. Call center employees were also empowered to provide comprehensive billing services, resulting in higher job satisfaction and increased customer satisfaction through a streamlined, standardized approach to customer service processes and training across all customer-facing personnel.

Overall, the project not only achieved its technical objectives with remarkable efficiency but also catalyzed significant improvements in operational effectiveness, employee satisfaction, and customer service quality, positioning the call center for continued success and growth in its service delivery.