This utilities company required the capability to better resolve customer billing enquiries at the first point of contact and used Pitney Bowes Software solutions to improve resolution rates.

Challenge

One of the world's largest providers of water and sewerage services the organization receives many enquiries from customers over billing. The firm wanted to lower the expenses of serving its bills to over 2.3 million households.

In addition they needed a business solution to help raise the accuracy of resolutions provided by call centre staff.

Solution

The utilities company chose solutions from Pitney Bowes Software to meet its customer billing and communications needs. By instantly viewing an exact replica of a customer’s bill or correspondence the call centre staff can now resolve billing issues with increased efficiency and speed.

For billing composition they deployed DOC1 Series 5 and to facilitate the storage and retrieval of all customer communications documents it now uses the EngageOne Vault from Pitney Bowes Software.

Benefit

  • Helped foster a 98% first-time resolution rate on the company’s 1.2 million annual calls
  • Contributed to the company’s customer satisfaction rate marked 4.55 on Ofwat's SIM qualitative measure compared to a 4.35 industry average

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