One of North America’s most experienced submetering providers, Metergy Solutions has over 500,000 water, gas and electricity meters under contract — and processes some two million invoices annually. Its turnkey solutions cover all types of buildings and apartment rentals, right down to individual suites. And it helps customers generate up to 40% in savings simply by having access to their own meter readings.
The Metergy contact center usually serves as the first point of contact, but it was being held back by manual processes and complex Avaya on-premises technology. As a digital-first business, Metergy wanted to combine its professional web services with native omnichannel customer experience capabilities delivered from the cloud.
“Our vision for customer experience was one where agents could quickly locate information, provide accurate guidance on bills and educate customers on usage and the best ways to manage their consumption,” said Maudrie Smith, Director of Customer Care Operations at Metergy. “We wanted agents to be friendly and obliging.”
A rapid move to remote work
Metergy spent over a year evaluating solutions before settling on the Genesys Cloud CX™ platform.
“We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support,” added Smith. “Genesys Cloud CX was definitely the easiest to maneuver and had all the services we had on our wish list. And it was the first time in my entire career that I’ve implemented a major project in 10 weeks.”
Soon after, the COVID-19 pandemic struck. Metergy faced unforeseen challenges in protecting its people, services and revenue as it quickly transitioned to remote work.
“There were no hiccups whatsoever and customers didn’t even realize our agents were working from home,” said Smith. “We were successfully set up by 10 AM and taking calls and emails. Everything responded and worked exactly the way it did when we were in the office.”