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Portfolio Project: Customer Service Automation

Business Case:

$200MM+ Energy Services firm required new capabilities to support rapid growth, including: Online Self-Service, Contact Center Automation, Digital Dispatch for Field Service, Text Message Appointments, & Data Analytics. Goal was implementation in <4 months.

Weeks 1-2: Kickoff & Requirements

  • Led planning sessions with senior management & teams such as Contact Center, IT, Field Service, Regulatory, & Billing
  • Established vision & end state
  • Drafted requirements, refined & finalized

Weeks 3-4: Design & Plan

  • Researched buy vs build options w/ focus on hosted SAAS from established vendors
  • Recommended design options for Data Warehouse, Contact Center software, Customer Self Service, and Remote Dispatch.
  • Drafted and refine detailed project plan for implementation, training, contingencies, and key performance indicators (KPIs)

Weeks 4-12: Implement and Test

  • Implemented automation technology in Contact Center including: self service, call recording, online chat, post-contact surveys and a full revamp of customer service metrics reported in real-time
  • Trained associates, tested customer scenarios, & refined capabilities as needed
  • Implemented online account management for billing, payments, & service requests
  • Built digital dispatch and management of service requests by field techs using mobile devices

Weeks 13-16: Go Live

  • Trained teams in Customer Service, Field Service, and IT
  • Reviewed and refined reports and KPI’s
  • Watched closely for problems for triage and resolution asap
  • Ran field service in parallel – some techs manual and some automated – increased automated volume in phases to reduce risk

Post Live

  • Identified and resolved post-live issues
  • Kept project team in place until sign-off from teams & leadership
  • Organized celebrations and recognition for project accomplishments

Results

  • 20+% reduction in contact center requests
  • 15+% increase in monthly service calls completed
  • 30%+ increase in customer satisfaction scores
  • Company awarded ‘Customer Service Innovation Award’ from Light & Power Magazine
 
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