Distribution Network Operator UK Power Networks and cloud contact centre technology provider Content Guru have been recognised for their achievements in customer service, winning a Bronze Award at the European Contact Centre and Customer Service Awards (ECCCSAs).
The partnership between Content Guru and the UK’s largest electricity distributor was announced as the Bronze Winner in the 'Best Multi/Omni-Channel Customer Experience' category, at a lavish 'Around the World' themed ceremony at Battersea Evolution, London. The ceremony, preceded by a three-course meal and drinks reception, was hosted by BBC journalist Fiona Bruce and surprise guest, explorer Sir Ranulph Fiennes.
The accomplishment is the result of a decade-long partnership between the two companies, with UK Power Networks, which delivers electricity to 8.3 million homes and businesses, first using Content Guru’s multi-award-winning storm® platform in 2008. Since then, Content Guru and UK Power Networks have developed a bespoke and complex storm service that provides mass-scale automation and converges highly-scalable omni-channel capabilities to deliver premium customer service even during peak times.
Eight companies were shortlisted for the Award, which celebrates outstanding customer engagement across the whole of Europe. The finalists underwent a rigorous judging process, including a judging day where representatives from both companies delivered a presentation to a panel of industry experts. The partnership has also been shortlisted in the Customer Engagement category at the Utility Week Awards, which will take place on Monday 10th December at Grosvenor House, London.
Shub Naha, Head of Utilities at Content Guru, said:
"We are extremely proud to have been recognised for our work with UK Power Networks, the result of a strong relationship lasting over a decade. This Award showcases our commitment to delivering the best experience to utilities customers, catering for unpredictable spikes in demand. We are looking forward to building on our successes with UK Power Networks and raising the standards of customer engagement across the utilities sector."
Sam Fuller, Head of Customer Service at UK Power Networks, commented:
"In the utilities industry, ensuring that customers can reach us easily across every channel and that we can update them, especially during occasional power cuts, is critical to every household and business. With the omni-channel capabilities of storm, we can stay ahead of customers’ expectations at all times, and we are very pleased to see our efforts recognised by the ECCCSAs. "We look forward to continuing our partnership with Content Guru, exploring new and innovative ways to remain at the forefront of best-in-class customer service."