01) CHALLENGE
Our client was struggling with the overhead cost of manually supporting call out requests from customers which problems with their heating.
02) REQUIREMENTS
Create a more cost-effective way to support call out requests while recognising priority calls for vulnerable customers.
03) APPROACH
A new website booking functionality was designed to make it accessible to the wide variety of electricity and gas customers.
Upfront questions were created to identify the most needy and vulnerable customers to ensure they were prioritised.
A calendar feature was provided to help schedule visits and provide alerts to customers when the engineer was on the way.
04) OUTCOMES
The new website functionality created a customer experience that took an average of 66% less time to complete task.
Call centre traffic diversion was estimated at 20%+, in its first 6 months.
