Success Story: Stadtwerke Pforzheim
Excellent service strategies for a leading utility company
Overview
SWP wanted to optimise its customer service while continuing to use the existing infrastructure.
Challenge
SWP wanted an omnichannel communication platform and a voice dialogue system.
Solution
Thanks to jtel ACD and jtel IVR, processes in the service centre were significantly optimised. Improved routing measurably increased agent efficiency and productivity, while the number of lost calls fell sharply.
jtel Industry Solution for Stadtwerke Pforzheim
- Heat and water are basic human needs. In a fast-moving and digitalised world, efficient and accessible communication has also become essential. As a supplier of electricity, gas, water and district heating in the city of Pforzheim and the Enzkreis region, SWP continuously strives to achieve high customer satisfaction and deliver outstanding service. The challenge was to enhance the service experience and customer loyalty through optimised call routing and data integration with the existing backend systems.
- Together with Systemhaus Dunkelberg, an expansion of the existing Panasonic telecommunications system was initially planned, followed by the introduction of an IVR portal and inbound voice routing as the first step in optimising processes within the service centre. The new solution immediately delivered noticeable improvements: more net calls were handled in less time, customer churn was reduced and customer satisfaction demonstrably increased.
“Thanks to the excellent and professional advice we received in every situation, we were able to configure our system optimally. The forward-looking guidance minimised potential sources of error during setup, and our customers experienced no negative effects during the transition from the old system to the new environment. The improved structure is reflected in our increased availability to customers.” – Sven Jüttner, Head of Customer Consultancy at SWP