Case studies

Utilities

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Call center application design

A major utilities and telco provider sought to improve their customer experience and operational efficiency.

Challenge

We were asked to evaluate various aspects of their call center and service technician operations to identify opportunities for system redesign.

Approach

Our team conducted contextual inquiries with service technicians in the field as they processed requests for installs, service, and repairs to identify opportunities to enhance efficiency and effectiveness at point of service.

Our team observed customer service representatives (CSRs) in in the call center with an eye towards improvement at the service request level, and led collaborative design sessions with the CSRs to identify workarounds that could be translated into system improvements.

 

Outcome

We proposed interface improvements on the CSR and service technician side that addressed both CSR’s desire for a more efficient order entry process, as well as service technician’s desire for accurate and timely access to customer information.

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