UTILITIES
For many types of utilities, it is important to keep the
service costs per customer ('cost to serve') as low as
possible. The margin per customer tends to decrease,
whereas expectations in the area of customer service continue to
increase. ProcessRunner provides a solution.
Standard intake and follow-up
Utility companies' contact centers spend a lot of time
processing data such as address changes, new contracts, and contact
information. Processes related to invoicing, consumption, and
prices are the key issues. Using ProcessRunner, the intake part of
these processes can be better managed. The application helps the
front office correctly understand the needs of the customer and
allows employees to ensure that the information they obtain is
accurate from the start. ProcessRunner then ensures that the
necessary processes are started automatically in the back
office. The status of these processes remains readily
available to the front office at all times, whether this involves
processes that occur on a regular or incidental basis.
Processing time ↓, data quality ↑
For many utilities companies, a relatively low number of
customer events generate a large proportion of the workload. Often,
this may involve events that are complex in nature. The processing
of address changes in their many variations is a good
example.
ProcessRunner provides optimum support for the customer processes
that stem from these events. As a result, the processing time per
customer decreases, the quality of the data improves, and the
amount of dropouts is minimized.
Workflow and workload
But ProcessRunner does more. In addition to ensuring that
tasks are registered clearly, the application makes sure that they
are distributed automatically among employees and departments.
Additionally, with ProcessRunner you always have a clear picture of
the workload. Management reports provide clear insight into all
pending tasks at the various levels.
Quick start
Even though ProcessRunner has a very short implementation
period, the Utility Package makes it operational even
faster. This standard package is fully adapted to the wishes
and demands of utility companies. The module contains a customized
Agent Cockpit; customer contacts relating
to the supply of energy may be processed directly in this tool.
The advantages of ProcessRunner:
- Efficiency results in low operating costs
- The application supports intake and execution
- Continuously updated overview of customer history and status of
processes in progress
- Processing time decreases, data quality increases
- Optimum management of workflow and workload
- Quick start thanks to standard Utility Package