CC Energie, as the customer support center for the energy companies BKW and Groupe E, is optimizing its customer service with the innovative Phoenix process solution in order to efficiently process the nearly 400,000 customer inquiries received annually by phone, mail or letter. The basis of the solution developed by us is the Axon Ivy process automation platform. The multi-client, fully integrated omni-channel solution includes an overarching workflow with connection to telephony, automated categorization of inbounds, with simple, system-guided processes, real-time integration to the core system and simultaneous automation of output management for all customer confirmations. End-to-end, system-supported processing is a new innovative approach to Customer Service Management and guarantees high data quality, high efficiency, transparency and consistent reporting.
“The new solution represents a quantum leap for us in the transparency and management of our customer service. The quality has greatly improved due to the managed processes and the ease of use allows even new employees to work immediately across clients and very efficiently.” Danny Reitamo, CCO, Member of the Executive Board, CC Energie SA
Since the introduction of the Phoenix process solution, CC Energie has recorded:
- 30 x faster onboarding time
- 100 % end-to-end processing of all inbounds
- 100 % transparency in business cases
- > 30 % higher productivity
