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The case of a company in the Energy sector In the free market of energy, electricity and gas do not represent a rigid and undifferentiated commodity, but are true and real products, which must be customized.
In the free market of energy, electricity and gas do not represent a rigid and undifferentiated commodity, but are true and real products, which must be customized. The company, built in July 1999 with the liberalization of the energy market, is today one of the biggest protagonists of Italian electric energy and the natural gas free market. Customers, of heterogeneous nature, have strongly increased: passing from 6000 in June 2005 to about 15000 in February 2006; with the beginning of the 2007 they will be, in forecast, about 60000 and 120000 for the beginning of the 2008. The enterprise activity consists of sale and supply of gas and electric energy as well as in the Aid Service. In order to serve customers at best it is necessary to create a portfolio of different products and services oriented to the various demands in the use of electricity and gas. The service of post-sales customer care, performed by staff specialized in contractual solutions and by service typology, must assure, every time, the most adequate answer to all the possible demands for intervention. Today, the service is structured on a two levels call center: the first one is externally managed while the second one is internally managed. The first level Outsourcer has the possibility of reading information coming from the internal informative system and arrange the most complex problems to the second level service. By considering the fast increase and the variety of customers, it was essential for the energy company to have the use of Customer Support system, that provided an accurate description of the customers’ requirements and also a description of the interventions made during time. Moreover it had to allow the data sharing between the structures of services.
In four months Power Reply has developed a new solution for the Customer Support management and Trouble-Ticketing. The solution, realized on the basis of Siebel Energy 7.7, has been integrated with the company’s Billing system and allows a structured management of the service requests. It gives all the information necessary for monitoring the requests for customer intervention and allows to obtain a complete vision, structured in time, of every single customer. Moreover, it allows to keep under control the quality level of the offered service. Service processes have been optimized and the efficiency is considerably improved: in the period between December05-January06 the operative responsible for the customers service has been able to manage a number of requests equal to the ones completed in the period April-November 2005. Assistance requests, sent by email, are automatically categorized for type of intervention. After having elaborated the information, each problem is associated to a determinate customer until arriving to the unit who has asked service. The system gives detailed information about the customers, the single contact and the supplied service. Furthermore it allows to redirect the problems to the most suitable business entity, inside the second service level. The solution represents the first "building block" for the realization of a complete, multi-channel and multitasking CRM system.