Growing and Innovating with a Utility Client

Responsive, innovative and agile service supports first-rate customer service and growth for Simply Energy.

The Challenge

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.

The Solution

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.

The Result

  • 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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