Helping the national electricity utility streamline customer service with multichannel solutions

The Challenge

The national electricity utility is the electricity distributor for the region, serving homes, businesses, and industries nationwide. To modernise customer service and meet the rising needs of its users, the national electricity utility set three goals:

• 01

  Centralised contact center

  A single point of contact to manage all customer inquiries.

• 02

  Streamlined issue resolution

  Systems to log calls, escalate issues, and ensure timely problem-solving by back-office and field teams.

• 03

  Higher customer satisfaction

  Structured feedback loops to continuously improve service quality.

What we did

We partnered with the national electricity utility to deliver a complete customer experience management solution — purpose-built for utilities-scale demand.

• 01

  Multichannel contact center

  A platform allowing customers to reach the national electricity utility by phone today, with a roadmap for live chat and email support.

• 02

  Seamless system integration

  Connected to the national electricity utility's back-office MIS and trouble-ticketing system for accurate logging, escalation, and real-time customer insight.

• 03

  Demand forecasting

  Used historical data and trends to predict call volumes and optimise staffing.

• 04

  Skills-based routing

  Connected each inquiry to the agent best equipped to resolve it.

• 05

  Schedule optimisation

  Designed schedules calibrated to expected call volumes and customer needs.

Scale of operation

We launched a 30-seat contact center in July 2011 to handle inbound and outbound calls. It now manages an average of 5,500 daily interactions including customer inquiries, fault resolution, and social media engagement.