Utility Call Center Implementation
Client Background
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 in finding the right vendors and implementing the right solution.
The Challenge
The client faced a compounding set of operational, technological, and organizational challenges that required a comprehensive, coordinated response:
Turnkey's Response
Turnkey Solutions provided consultation services to develop the client's request for proposal, including the vendor evaluation methodology for the new billing system and automated meter reading (AMR). Turnkey facilitated meetings and interviewed prospective vendors on the client's behalf.
Once vendors were on board, Turnkey provided specialized program management assistance, process mapping, training, and change management services. When the project location and all technology had to move to a new building mid-project, Turnkey was asked to quickly implement brand-new call center technology in the new facility — without jeopardizing the go-live date.
Turnkey recommended and helped implement a new interactive voice response (IVR) solution to collect customer payments via phone. Turnkey also implemented a call coding system that allowed the client to extract data on the types of calls generating the greatest volume. A new telephone system and IVR were installed in record time, and the project deadline was kept intact.
To ensure no service interruption, Turnkey created a Business Continuity Plan based on company best practices, allowing the client to roll back to original systems in the event of any major issues at go-live.
Turnkey conducted training for employees and management to communicate goals and challenges clearly. Processes were documented and standardized. Intra-Business Unit Focus Group Meetings were held across business units to communicate process issues, hand-offs, and agree on the most efficient methodology to deliver service.
The Impact
The implementation was remarkably smooth — completed on time and under budget. It resulted in a significant reduction in customer service complaints and streamlined call center processes to accommodate new technologies.
The 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, with a decrease in calls due to a one-call resolution approach.
Call center employees were empowered to provide comprehensive billing services, resulting in higher job satisfaction and increased customer satisfaction — positioning the call center for continued success and growth.
Modernizing a utility call center or billing system?
Turnkey Solutions guides utilities through technology selection, implementation, process standardization, and the change management needed to make it stick.