Using Automation to Ease Experiences
How a utilities company is operating an automated process management platform to improve long-term customer loyalty
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Utility companies are battling multiple challenges including climate change, securing energy resources, and inflated energy prices, as well as managing higher call volumes as the cost-of-living skyrockets.
With some customers forced to shift from one energy provider to another or struggling to pay their bills on time, utility companies need to maintain positive customer relationships and rebuild customer trust by providing customers with a consistent and fast experience.
In this customer success story, discover how an omnichannel automation solution enabled Engie, a global utilities company, to reduce average handling time (AHT) by 200 seconds and improve long-term customer loyalty.
Engie’s transformation results at a glance:
- How automation supported 85% of all call centre tasks.
- Agents reduced their AHT by 200 seconds, significantly improving the customer experience.
- Engine increased their Net Promoter Score by 50%.
Download the case study for the full details.
