Vattenfall

Customer service division delivers an exceptional cross-channel experience for customers

Find out how Vattenfall gained full control over all channels and tasks from one location and became a successful customer-centric enterprise.

Vattenfall Customer Service Nordic (VCSN) provides customer service operations for the subsidiaries of energy utility Vattenfall, primarily in Sweden and Finland. VCSN serves almost three million points of delivery, including individual households and businesses.

VCSN faced several challenges. First, they had long phone queues, with an average wait time of nearly six minutes and, in extreme cases, customers waited up to 90 minutes. Second, they were only answering around 50% of calls, meaning many customers were hanging up before their query could be answered. Third, even when customers did get through, VCSN was only solving 45% of queries during the first contact. In the back office, it took a week to reply to email, and there was a backlog of 10,000 e-mail messages and 250,000 admin tasks.

VCSN turned to Genesys for a service platform that supports all interaction channels. The company implemented Genesys for voice, email, fax and mail handling. VCSN saw the benefits of the new environment immediately, with the project paying for itself in less than a year. Now the average time to respond to calls is around 15 seconds; response to email is just two hours; and for admin tasks it’s down to just one and a half hours. Overall, the average handle time for all tasks across all channels has been reduced from 35 minutes to six minutes. What’s more, 95% of callers get to talk to the right person the right time, and VCSN cleared their email queue in just two weeks.

Benefits

  • Nine-second reduction in average call wait times, from 15 seconds to six seconds
  • Reduced response to email and faxes from one week to within two hours
  • Eliminated backlogs
  • 50% boost in first contact resolution
  • Free-speech IVR solution gets customers to the right agent the first time
  • Saw ROI in less than a year

Challenges

  • Needed a customer service platform that would support all channels and create a fully blended environment
  • High levels of customer dissatisfaction due to long call wait times and only 50% of calls answered
  • Only 40% of queries resolved during first contact
  • Extensive backlogs in email and admin tasks
  • Poor customer service impacting the company in terms of lost customers and business opportunities

Genesys gives us full control over all channels and tasks from one location. The system has helped us to be much more customer-centric and provide much better service.

Lars Eriksson, Head of Process and Demand team

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