Huntsville utilties and source gas — delivering total customer care

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Huntsville utilties and source gas — delivering total customer care

  1. 1. SAP for UTILITIES North American Conference Delivering Total Customer Care Huntsville Utilities September 17, 2013
  2. 2. PRESENTERS: DAVID CHAMPIGNY – MIS DIRECTOR  SAP ECC6 EHP4, SAP BCM 6.0, SAP CRM 7.0 PATRICIA STEELE – SENIOR LEAD/CALL CENTER  BCM REPORTING ANALYST  MONITORS DAILY OPERATIONS  COACHES AGENTS FOR QUALITY
  3. 3. HUNTSVILLE UTILITIES Publicly Owned Electric, Natural Gas, and Water Utility Serving Huntsville and Madison County, Alabama Services:  Electric 173 ,000  Water 90,000  Natural Gas 49,000 Billing Agent for:  City of Huntsville-Water Pollution Control  City and County Sanitation Departments  Madison County Water Systems
  4. 4. CUSTOMER INFORMATION CENTER  BCM GO LIVE - MAY 2011  25 CALL CENTER TEAM MEMBERS  LOCATED AT HUNTSVILLE UTILITIES MAIN OFFICE  AGENTS HANDLE APROX. 350,000+ CALLS PER YEAR  BILLING INQUIRIES AND PAYMENT ARRANGEMENTS  START, STOP AND TRANSFER SERVICES  METER CHANGES/UPGRADES  BACK UP CENTER FOR EMERGENCY DISPATCH
  5. 5. What is SAP BCM/CRM?  SAP BCM is an all software, Single Platform for Contact Center solution  Enables your contact center to communicate with your customers via multiple channels, like phone, email, chat and SMS.  Single platform solution, when integrated with SAP CRM there is no need to toggle between different system when handling communications with your customers.
  6. 6. BCM/CRM INTEGRATION Incoming calls automatically routed and offered to the Interaction Center agents based on defined routing rules on the BCM side. Agents can handle customer interactions seamlessly with a single user interface.
  7. 7. The communications toolbar, allows the following call handling operations: Automatic caller recognition from CRM database Answer or reject incoming calls Hang up calls Put calls on hold Retrieve calls from hold Dial outgoing calls Make consultation calls Toggle between calls (original call and consultation call) Transfer calls (direct and consultative transfers) Make conference calls
  8. 8. BCM CDT is available for advanced call handling functionality such as: Real time queue stats Queue login management Supervisor functionality Agents availability and phone status presented above (real-time)
  9. 9. CDT Supervisor Tools: Forced assigning/de-assigning agent to queues Info regarding agent call (from, to, duration) Silent listening (supervisor can listen to call) Coaching (only agent can hear the supervisor) Barge in (3 way call) Intercept (disconnect agent from call) Hang up agent call
  10. 10. USING BCM Online Monitoring The presence/availability of all users & queues can be seen for transparency.
  11. 11. Another View under Online Monitoring (agent status-call duration)
  12. 12. Option to locate or search for a customer contact if you have any of the following information: Agent Name, Date, Time, Phone #. Ability to see the arrival time of a call, connection time, talk time and disconnect time.
  13. 13. The monthly report provides data for monitored areas such as the total number of calls into the IVR, Average Call time in queue, Longest wait time, abandon rate etc. Reporting can be customized based on upper management requests.
  14. 14. TAKEAWAYS/BENEFITS  INCREASE IN PRODUCTIVITY AND CUSTOMER SATISFACTION  RESOLUTION TIME REDUCED  1 SINGLE USER INTERFACE – NO NEED TO TOGGLE BETWEEN DIFFERENT SYSTEMS  MULTIPLE SESSIONS AVAILABLE  NO MORE PHYSICAL PHONES-ACCEPT FROM THE CRM INTERFACE  ABILITY TO ISOLATE AGENTS TO SPECIFIC QUEUES BASED ON SKILLS AND/OR CALL VOLUME  RECORDED CALLS - INSTANT RETRIEVAL  IN THE EVENT OF A STORM OR APPROVED CIRCUMSTANCE ABILITY TO EQUIP A CSR WITH A LAPTOP AND WIRELESS HEADSET TO ACCEPT CALLS FROM A REMOTE LOCATION
  15. 15. QUESTIONS?
  16. 16. CONTACT US DAVID CHAMPIGNY david.champigny@hsvutil.org PATRICIA STEELE patricia.steele@hsvutil.org
  17. 17. A collaboration of:  Steve Bandy – Senior Director Customer Care  Care Center and Dispatching  Back Office, Billing, and Collections  Customer Care/Company process improvements  Steve.Bandy@sourcegas.com Presenter
  18. 18. A collaboration of: SourceGas Overview  Owned by GE & Alinda Capital  Spun off from Kinder Morgan on April 2007  440,000 gas & non-regulated customers in 4 states  Customer Care (billing, call center, & back office) was outsourced for 10 years prior to September 2009  One physical contact center located in Fayetteville, AR  Agents  150 at Go Live in 2009  85 agents currently utilized  Call Types – Emergency, Payment/Bill Inquiry, Connect/Disconnect, Appliance Repair, and Field Tech Requests
  19. 19. A collaboration of: Improvements 80% in 30 sec Average Industry Call Center 2009¹ 2010 2011 2012 Benchmark Number of Calls 408,556 1,211,287 1,056,102 930,318 -- Average Speed of Answer (sec.) 416 66 32 24 37.98 Percent Answered 74% 96% 98% 98% 94.33% Percent Answered in 30 seconds 21% 76% 82% 83% 80% in 26.37 seconds Call Abandonment 30% 4% 2% 2% 5.67% Average Handle Time 10:20 7:26 6:42 5:47 4:55 Call Center Performance - 2009 to 2012 ¹ 2009 based on September -December numbers
  20. 20. A collaboration of:  Helped us determine demands impacting our center  Improved training requirements  4 weeks cut to 8 days for initial training  Employee job satisfaction increased due to less burnout  Reduced initial turnover rate by 20%  Easy data exports developed to send to 3rd party customer survey vendors  Customer satisfaction increased from 76% to a peak of 95% utilizing the data CRM Interactions
  21. 21. A collaboration of: Average Industry Call Center 2010 2011 2012 Benchmark Overall Customer Satisfaction (Very Satisfied) 47% 57% 60% 60.8% Overall Customer Satisfaction (Very Satisfied + Satisfied) 84% 89% 92% -- Overall Customer Satisfaction (Dissatisfied) 6% 3% 2% 6.9% First Call Resolution 82% 85% 89% 82.13% Willingness to Recommend 85% 90% 92% -- Customer Satisfaction (CSat) Results Customer Satisfaction (CSat) Net Promoter Surveys  June 2012 – SourceGas transitioned to a new customer survey method called Net Promoter Score (NPS)  Based customer satisfaction off of the ultimate question of willingness to recommend  Quick and easy adaptation of Quality Assurance measures to increase customer expectations  Experienced a 28% increase in NPS in 6 months  Allowed us to tie voice of the customer from survey to our Speech Analytics tool to make changes  Revamped IVR automation which resulted in an increase to automated payment  Launched new web page in March 2013 to enhance customer experience  Combination of IVR and Web enhancements has resulted in a 20% average increase to automated payments while decreasing call volumes
  22. 22. A collaboration of: Results 67% Decrease
  23. 23. A collaboration of: ? Any questions

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