By leveraging our business process optimization experience and digital transformation tools we designed and delivered a customer-centric solution that improved customer service rates and new business on-time installation rates for a large gas utility.
When asked by a large gas utility to develop a solution for improving new business installation customer satisfaction ratings and installation performance, Agile delivered. Using our 15 years’ business process optimization (BPO) experience and our digital transformation tools, we designed a customer-centric solution that improved customer interactions and workflow efficiencies. Our turn-key program included two dedicated customer service teams managing the customer experience from installation start to finish using a custom data management suite.
Real-time, 24/7 access to new installation program data allowed all parties to respond quickly to schedule changes and reallocate resources to maximize productivity. By providing visibility to program metrics, such as installation schedules and crew on-time performance, the utility improved on-time job starts and project completion performance rates to 90%. Personalized customer engagement increased customer satisfaction and positively impacted the utility’s brand, reputation, and public image.
Agile specializes in developing and delivering tailored supply chain solutions for utilities and utility construction firms. Contact us today to learn how we improve performance and add value using experienced resources, industry best practices, and the latest technology.