Customer Self-Service Enhancements

Centric helps utility client enhance customer self-service functions and reduce overall operating costs.

The Business Need

A utility holding company based in Chicago, Illinois, is the parent company for multiple public utilities in the Midwest.

Following the merger of a few public utilities, the client began looking for process improvement opportunities in customer service operations. As a result, numerous opportunities were identified to either reduce the cost to serve or enhance customer service or do both simultaneously. This portfolio of approximately 80 projects consisted of several initiatives that would add new web-based and IVR customer self-service functions.

With internal resources fully utilized, the client looked outside their organization for a partner to assist them with these initiatives. The client selected Centric, in partnership with Accenture, to provide program oversight, accountability and the necessary staffing to move the initiatives forward within the company.

Centric’s High-Impact Approach

An initial team comprised of six Centric consultants and one Accenture consultant provided the right blend of experienced industry consultants to perform all aspects of the development lifecycle: requirements, detailed design, development of the application enhancements, testing, and systems integration work.

Initiatives included:

  • Balance Inquiry
  • Turn-off and Turn-on orders
  • Budget Billing
  • IVR and Web projects to reduce call volumes

Centric also created standard working papers and methodologies to support the streamlined operations going forward.

Results

The project portfolio was completed on schedule and within budget. The enhanced applications resulted in streamlined call center operations and significant cost savings for the client.