Innogy SE is Germany’s leading energy company, with revenue of around €44 billion (2016), more than 40,000 employees and activities in 16 countries across Europe. Innogy’s activities focus on its 23 million customers, and on offering them innovative and sustainable products and services which enable them to use energy more efficiently and improve their quality of life. The principal markets are Germany, the United Kingdom, the Netherlands and Belgium, as well as several countries in Central Eastern and South Eastern Europe, especially the Czech Republic, Hungary and Poland.
npower were running on aged legacy systems from different vendors and which were nearing the end of support. As a regulated company, the out of support platforms posed a considerable risk. They were also operating siloed applications from multiple CRM systems, including SAP, Siebel and Salesforce.
The managed cloud solution delivers multi-channel customer contact as part of a single integrated solution, developing the customer experience through a range of automated features. It allows npower’s agents to engage with customers via voice, email, SMS and web chat. Automated telephony features, including Interactive Voice Response (IVR), routes calls to the most appropriate agent and customers have the option to self-serve without the need to speak to an operator.
The implementation of the twelve UK and international sites took eight months, with the Domestic Contact Centre transitioning 1200 users over a weekend.
4net ran several workshops to support the implementation and adoption of the new solution.
Our project management, online documentation and technical expertise ensured we delivered a successful solution implementation, which resulted in a project delivered within scope, on-time and cost effectively.
“Additionally, as part of the project, we transitioned 1,200 agents across to the new service in one weekend with no issues; it was one of the smoothest transitions I have worked on.”
Andy Parkinson – Programme Manager, innogy Business Services
4net developed an application using SMS technology that automates appointment booking for SMART meters, saving time and money in cancelled or no-show appointments. The solution is based on Avaya’s Proactive Outreach Manager (POM) capability that was already included in the Contact Centre as a Service (CCaaS) solution. This solution not only delivers on their key requirements but helped npower move closer towards a fully joined up digital customer journey.
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