Growing and Innovating with a Utility ClientResponsive, innovative and agile service supports first-rate customer service and growth for Simply Energy.
Simply Energy asked Stellar to help them establish a presence in the highly competitive Victorian/SA energy market. This included:
- Reaching aggressive growth targets whilst supporting end-to-end service requirements.
- Adapting the service to meet the needs of the growing business.
- Implement technology solutions to support business growth.
- Provide cost sensitive contact centre solutions.
Our contact centre specialists devised the following:
- Increased the service team from 10 to 200 members.
- Recruited industry specialists to provide an operational advantage.
- Delivered an offshore back office solution that was cost sensitive.
- Service delivery across all stages of the customer lifecycle.
- Engaged dedicated knowledge managers and specialist system analysts.
- Stellar reduced agent training times by 50% and time taken to achieve full performance by over 30%.
- Delivered excellent customer care to support Simply Energy’s rating as Best Utilities Provider.
- Expanded service across new service types.
- Integrated new billing, customer notes and market transfer system within 6 weeks.
- Developed innovative back office workflow and reporting system.
Award Winning Service: Simply Energy was awarded Best utility provider by AFR Smiles award for the ‘quality of its customer service people, clarity of information provided and speed with which problems were resolved’
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