Technology Transformation through an Integrated Customer Experience Management Platform
Our client is a European player in renewable energy solutions.
Industry: Energy & Utilities
31%
reduction in cost to serve
48%
improvement in customer acquisition
8%
reduction in customer churn
Challenge
Our client was facing significant operational inefficiencies due to disparate systems and processes, which resulted in fragmented customer service operations, prolonged resolution times, increased operational costs, low customer satisfaction, and very high customer churn.
As part of its renewed focus on operational efficiency, sustainable growth, and customer-centered innovation, the client’s goal was to unify these operations into a single, cohesive, innovative platform.
Solution
Concentrix partnered with the client to implement a comprehensive transformation program aimed at overhauling their customer management processes. The heart of our solution was the integration of all functionalities into a single, cohesive platform:
All-In-One Customer Experience Management Platform
This unified system not only streamlined the customer service process, but also empowered management with real-time data-driven decision-making capabilities. The platform was designed to foster seamless connectivity between advisors and management, enhancing overall operational efficiency.
Advisor Empowerment and Productivity
By reimagining contact management through smart allocation and gamification, we kept advisors productive and engaged. The intuitive design of the portal minimized the complexity of actions advisors needed to perform, thus reducing training requirements and enabling them to deliver high-quality service confidently and efficiently.
Innovation and New Opportunities
The data-driven nature of our platform opened up new opportunities for the client to innovate and offer new energy products and services. This supported their goal of sustainable growth and assisted their customers on their journey to net zero.
Prior to implementation of the platform, advisors had to navigate multiple systems to resolve customer issues, leading to inefficiencies and a disjointed customer experience. Through the implementation of our platform, Concentrix helped the client drive:
- Pre-emptive Resolution: Using data insights to help the client anticipate and proactively resolve issues before customers are aware.
- Intelligent Auto-Resolution: Enabling contact deflection, AI intervention, omnichannel self-service, and intelligent routing.
Efficient Contact Resolution by Advisors: Providing advisors with tools (including AI) to empower them to take ownership of customer issues from start to resolution.
“We partnered with the client to implement a comprehensive transformation program aimed at overhauling their customer management processes.”
Outcomes
Our comprehensive solution consolidated systems, enhancing operational efficiency and empowering advisors, to position the client as a leader in renewable energy innovation:
31% reduction in cost to serve
48% improvement in customer acquisition
8% reduction in customer churn
Top 3 customer satisfaction in the market
Related Services and Solutions
Let’s Connect
Click here if you’re looking for a Concentrix career opportunity.