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Transforming Utility Customer Service: Enhancing CX and Reducing Costs with Arise’s Intra-Day Flex Capabilities

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CSAT at or above for 5 years (only vendor achieving goal)
0 %
abandon rate (2.7% ahead of goal)
0 %
TCO reduction
0 %
Managed drastic forecast variance -20% to +60%
0 %

Challenge

This major utility company faced significant hurdles in maintaining customer satisfaction during severe weather events. High call drop rates and low customer satisfaction scores were prevalent, particularly during these critical times. The client was determined to improve their customer experience (CX) while addressing severe capacity challenges, including meeting ambitious abandon rate goals—all while reducing their current total cost of delivery.

Solution

To tackle these challenges, Arise® implemented a multi-faceted approach. First, we sourced contextually aware Service Partners from Texas and nearby states with similar weather patterns to ensure greater relatability and effectiveness in handling customer inquiries during weather events. To further empower these resources, we introduced a virtual learning program that rapidly certified them on essential topics, including policies, regulations, empathy, and advanced service skills. Arise® also leveraged its proprietary Starmatic® technology to schedule resources in 30-minute increments, dramatically improving service level agreements (SLAs) while maximizing resource utilization and driving substantial cost savings. The Arise® Platform’s intra-day flex capabilities significantly outperformed the client’s previous provider, offering unmatched adaptability and responsiveness.

Results

With Arise’s support, the CPG company achieved remarkable improvements in their ticket resolution process. In total, Service Partners on the Arise® Platform addressed over 18,000 tickets in the queue, clearing the backlog and restoring normal response times. Service Partners consistently outperformed expectations, handling an impressive 166% of the forecasted closures and achieving a 468% average forecast variance against hours worked. By the end of the project, Service Partners exceeded the closure rate goal by 17%, ensuring inquiries were resolved swiftly and effectively. This proactive communication and efficient ticket management not only restored customer satisfaction but also reinforced trust and loyalty, transforming the overall customer experience.

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