Adopting a Multichannel Customer Service Strategy Discover how Utilities supplier Spark Energy: * Achieved a 90% reduction in new customer on-boarding costs * Track, manage and provide management reports that comply with Industry Service Level Agreements By leveraging the latest technology Spark now aggregates and distributes Email messages to their agents saving valuable time, money and resources.

1. Webinar: How Spark saved time and
improved response handling using Mail
Manager from Logicalware

2. Webinar Agenda
• Introductions
• Presentation from Trevor Geraghty, consultant on
contact centre & customer service transformation to
Spark Energy
• Questions & Answers
• Further Questions, Comments & Wrap Up

3. Introductions
Host – Iain Swanston, Sales & Customer Service Expert
Presenter – Trevor Geraghty, customer contact consultant to
Spark Energy
Logicalware Account Manager – Daniel Parker
Logicalware Product Manager – David Lough

4. How Spark save time (up to 90% ) whilst
delivering improved service for customers
BACKGROUND
• Established in 2007, with objective of offering competitive energy tariffs to
rental tenants, property management firms and landlords in the UK
• Grew 35% in the last year alone
• Over 200 staff based in the Scottish Borders

5. Spark in 2013 (date pre MailManager)
• Growing number of clients
• Multiple email addresses manually allocated to agents
• All emails treated equally, no ability to prioritise without reading emails first
• High volume of staff handling enquiries
• Lack of ability to monitor responses, or view agent performance
• Growing response times
• No ability to track customer enquiries
• Outgrowing standard email
• No real-time view of measurements against service level agreements

6. Spark in 2013 cont.
• Service model that was expensive to scale
• Reporting was all historical and time consuming
• Frustration amongst contact centre colleagues due to their inability to pass on
relevant information to the wider business
• Opportunities missed as there was no prioritisation of messages
• Increasing staff costs due to volume and management of enquiries
• Damaging brand reputation which was built around Customer Service
• Made job role more challenging and manual

7. What was needed to move forward
Spark were seeking a solution that offered improvements in productivity, better
management & reporting and delivery of the Spark 5 star customer service
levels.
PRODUCTIVITY
• First contact resolution
• Bespoke build of solution to automate the handling of scheduled events
such as meter reads
• Agent prompted with pre-populated template responses for speed and
consistency of quality
• Active and waiting messages
• Automated responses
MANAGEMENT
• Forecasting Accuracy
• Adherence to Schedule
• Average age of query
• Customer call frequency
• Measurements against service level agreements
SERVICE
• Call centre status metrics
• Service level response time

8. Solution to Challenges
• All public-facing email addresses brought into one place where staff could be
trained and managed
• Incoming enquiries routed into product and function specialists e.g. Customer
Service, Complaints, Meter Reads, etc.
• Full history of enquiry available within ticket, including any attachments,
reassignments of ticket and history of filters. This enables a full audit trail of
prior actions on the ticket
• Spark now now have a variety of processes including which have
dramatically improved customer service handling

9. Spark Energy Process Automation

10. Spark Energy Process Automation

11. Spark Energy Process Automation

12. Business Impact
• The automation of processes within the Customer service department for
emailed meter reads have led to the 90% decrease in manual handling
• This has happened while volume of enquiries increased dramatically
• Scalable solution in place which can grow with the business
• No additional technical resource required as usage of Logicalware
MailManager increases as Spark have grown
• As consumer behaviour has changed, Logicalware have adapted
MailManager to meet this

13. Product Roadmap
• Spark needed a supplier that would work closely with them and would
develop the product based on their needs both now and in the future
• MailManager is a mature product, tried and tested for 11 years
• Continually evolving via a Customer User Group: for example, the
addition of Social Media which was launched in 2014
• Innovation continues with live Chat and greater integration into business
critical software such as ecommerce platforms, ordering systems,
databases, CRM

14. Questions & Answers

15. Question 1: Technically, how would I start using
MailManager, and is it difficult to set up?
Answered by Trevor:
“From my perspective, that was the beauty of it. The
ability to re-route and get email making their way into
the MailManager tool only took minutes of activity.
So that was excellent, that was really simple to set
up. Getting up and running overall was a very easy
process”.

16. Question 2: Does setting up MailManager require
input from the IT Department?
Answered by Trevor:
“Yes of course, in terms of a simple involvement.
Typically the guardians of the email servers or email
routing in organisations would sit within the IT
department. What’s quite neat about the application
in the case of MailManager is the organisation’s data
integrity still absolutely continues in the sense that all
the customer email goes through the existing
processes that it currently has. The email is then
forwarded on to the intelligent mode that sits within
MailManager. MailManager adds a layer of
intelligence and a layer of manageability to it, but it’s
not an exercise that requires any form of new
hardware or equipment, it’s an easy process”.

17. Question 3: Who holds my data? And what happens
if the software goes down? Do we lose the data?
Answered by Daniel:
“The data is all still held by the customer because it’s
being forwarded from your email server into our
software so you’ll always hold it. But we will also
hold a copy in our secure AWS servers which we
don’t access at any point unless you request us to.
Additionally, if you ever chose to leave us, you have
the right to all the data held”.

18. Question 4: How secure is the data if it’s a cloud
based solution?
Answered by Daniel:
“It is completely secure, like I said, it’s on the AWS
Servers which are very secure. Additionally, we have
SSl certificates in place and match all the industry
standard requirements”.

19. Question 5: Why would I use this for Social Media?
Answered by Trevor:
“Firstly, whether a customer calls you, emails you, sends
you a text message, live chats with you or any other
mechanism, I think we recognise that all of the are simply
requests. The customer is making a request of us. In some
organisations Social Media is sat within a specialist team
who are maybe marketing the brand. However, more and
more and more individuals have a personal dashboard of
Facebook and Twitter. If a customer chooses to interact
directly through Facebook and Twitter, to me it’s just
another request. People are already taking a view that they
are dealing with a lot more direct requests through social
media, and MailManager is just processing them through a
queue, through a single touch point, a single hub, resulting
in the business being in a position to report on them “.

20. Question 6: Do you think more and more businesses are
seeing a value coming out of Social Media? Do you think
now tools such as MailManager are now able to measure
the ROI of Social Media?
Answered by Trevor:
“Absolutely, I think what was fundamentally changed is that there
are certain demographics where even email isn’t there
communicative method of choice. Many people only have an
email address to act as an anchor point for heir social media
accounts. Social Media’s not a start up environment, it’s a grown
up environment, and organisations need to be in a position to
respond to that. There are some horrific statistics out there
regarding the number of social media enquiries or requests that
are not answered and not dealt with, and the brand implications of
that and the reputational implications of that are very very
significant for an organisation. If somebody's having a rant or
giving a valid complaint it’s important that the business is seen to
deal with it in a professional manner”.

21. Question 7: With regard to reporting, and validation,
and audit trails, what has been your experience?
Answered by Trevor:
“Everybody in the sector will be aware that with the
exception of odd times of the year, the UK Press has a
fascination with the utility industry. The prices involved, the
customer service involved, it’s a high profile and highly
regulated environment. Therefore, we need to be in a
position where we can count, measure and manage ever
single interaction we have with our customers. Not just
because we want to provide five star service to all our
customers, but also because we want to be in a position
where if somebody questions or want to view specific
information we can bring up those relevant interactions
and show that we’ve done our absolute level best to look
after and service our customers”.

22. Wrap Up And Next Steps
If you’re confident you’re able to automate your customer journeys and
business processes, then feel free to get started with a Free Trial via the
website www.logicalware.com
We will be in contact in the next 24 hours with a recording of the Webinar
for you to share internally and discuss any next steps you feel would be
appropriate.

23. www.logicalware.com
daniel.parker@logicalware.com
Smart, Efficient Multi-Channel
Customer Service Software