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.