Case Study : EDF Energy
EDF Energy is one of the UK’s largest energy companies, supplying gas and electricity to around 6 million business and residential customer accounts across the country. The strict regulation from independent body Ofgem and the high levels of demand from customers enquiries became challenging. EDF Energy needed to rapidly deploy a solution but its current suppliers were unable to meet EDF Energy’s increasing requirements to reduce operating costs, or to deliver to the stringent deadline.
Content Guru used its storm Communications Integration™ platform to rapidly scope out, plan and deploy an automated contact center solution within weeks. storm’s cloud model ensures that EDF Energy only pays on a recurring, affordable OpEx basis rather than having to make large capital investments, enabling EDF Energy to stay well within budget. With all technology already live in the cloud, the service was rapidly customized; EDF Energy now manually refines the solution without having to contact a provider and wait for weeks for a simple change.
“EDF Energy has maintained a strong working relationship with Content Guru since 2008 when the company initially leveraged the storm platform’s automated contact center and mass alerting capabilities. We needed to deliver our automated renewal service on a tight timescale, and other providers were unable to satisfy this—or to provide a cost-effective solution. CG exceeded our expectations by delivering the project end-to-end in less than a month, enabling us to go live with a service that’s set to save our customers—and our agents—280,000 hours throughout 2015. We now deliver a more efficient service to our customers making it easier for them to renew their gas and electricity tariffs.”
John Bailey, Telephony Optimization Manager, EDF Energy
Total handling time was reduced by 11-16 minutes using storm VIEWTM.
Average contact time with customers was reduced to 2 minutes, freeing up agents to handle non-routine interactions.
storm’s automated contact center routed 60-70% of customers to using self service for tariff renewals, reducing the need for live agents.