EDF Energy has developed a faster customer contract
processing service in the field using the rostrvm call
platform.
The system is first being used at the utility's Hove customer
contact centre.
"This time last year, contract processing was primarily a manual
process in the back office. Today, with the support of Rostrvm, we
are the most technically advanced contact centre in the whole of
EDF Energy," said Lee Turner, new customer relationships manager
for contract processing at EDF Energy.
The contract processing department at EDF Energy in Hove is
using the new system to verify new customer contracts generated in
the field within 15 minutes, by using a combination of new
technologies including blended call centre technology supplied by
Rostrvm Solutions.
To avoid possible fraudulent applications, to improve accuracy
of captured data, and to help ensure a positive customer
experience, a field sales agent (FSA) would previously call a
customer service advisor (CSA), who would then manually input the
customer information into the contract processing system.
If the CSA had not spoken to the customer at this point, they
would arrange for a later call to be made to the customer to verify
the contract details and welcome them to EDF Energy.
Today, the FSA uses a handheld device to capture contract
details electronically, which are then immediately sent to EDF
Energy for the contract to be verified.
As the information is received at EDF Energy's back office
systems, the data is also sent to rostrvm. The record created
within Rostrvm prompts an outbound call to be made to the
customer.
The contract can then be verified and the customer welcomed to
EDF Energy.
This streamlined process reduces the time required to deal with
each contract as the FSA and the CSA potentially need not speak to
each other.
EDF Energy has set a service level agreement of 100% of outbound
calls being made within 15 minutes of receipt of the record within
Rostrvm.
Rostrvm is helping EDF realise actual call back times within two
minutes of the FSA agreeing with the customer to take the EDF
Energy service.