Utilities OnCall affected a dramatic change in the amount of calls St. Johns County Utility Department had to manage manually—especially for bill payments and account history inquiries.
In the month of February in 2007, report logs showed over 5,000 calls managed by Utilities OnCall. Of these, there were over 1,300 payment transactions for more than $150,000. Calls to the system were logged for virtually every hour of the day— around the clock.
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Success
Story
Solutions for Utilities Companies
In this era of deregulation, many electric, gas and water companies are facing competitive environments for the first time, and are struggling with how to improve operational efficiency. By providing your customers with access to a self-service interactive voice response system, such as Utilities OnCall, organizations can achieve both improved customer service levels and simultaneously lower operational costs — whether they are basic touch-tone applications or sophisticated voice-enabled solutions.
To learn more about Utilities OnCall, view the product
overview PDF (45KB) or the Utilities
OnCall page for more information.
Benefits of Utilities OnCall:
- Reduced burden to field service and calls to customer service agents with 24/7 customer access to automated meter reading, bill payments and outage notifications
- Over 66% of customers access the automated system for information about their accounts
- Convenience for customers enabling access to accounts and information using their voice
- Improved collections—IVR increases customer access to automated bill payments by 320% (24/7)
- Can provide customized outage notifications and updates relative to caller's location
- Calls taken by IVR increased by 50% within one month of implementation as customers discovered the option to self-serve
- 100% success rate in the integration of Utilities OnCall with other systems
- Learn and monitor your customer's level of satisfaction with automated surveys