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.