Faster familiarization time
E-2-E Processing of all inbounds (call, mail, letter)
Transparency in business cases
«For us, the new solution means a quantum leap in the transparency and control of our customer service. The quality has improved greatly due to the managed processes and the simplicity of operation also allows new employees to start working immediately and efficiently for all of our clients. With FROX, we have a customer-oriented, reliable digitalization partner at our side who supports us with great commitment and expertise on our digital journey.»
CC Energie, the customer support center for the energy companies BKW and Groupe E, was looking for a new end-to-end process solution for handling nearly 400,000 customer inquiries received annually by phone, mail or letter. Voices from the field:
With a new, standardized end-to-end processing, the entire operation of the service center was to be optimized and digitized in order to guarantee fast and secure case handling with a low error rate.
The successful introduction of this multi-client, fully integrated omni-channel solution laid the foundation for achieving the long-term goals of Project Phoenix at CC Energie. The solution includes an overarching workflow with telephony connectivity, automated inbound categorization, 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 in CSM and guarantees high data quality, high efficiency, transparency and consistent reporting.
The 3 main objectives of the first expansion stage of Phoenix included:
The flexible basic concept and open architecture allows the solution to be expanded at any time with additional inbound channels such as chat or speechbots and additional service processes to further automate the handling of customer concerns. As a leading service management center in the energy industry, CC Energie is thus ideally positioned to further increase service quality on behalf of its customers and to use this as a competitive advantage.
As digitization partner of CC Energie, FROX helped designing and developing this innovative customer service management solution. One of the major challenges was the integration of the peripheral systems (SAP ISU, telephony, output management, etc.) into the end-2-end processing. Due to the nature of Corona, the Phoenix project was carried out almost exclusively remotely and was successfully implemented in a remarkably short time thanks to close cooperation with the customer center, IT and the integration partners involved. FROX provided the following services in the project:
Head of Digitalization