RWE npower has rolled out a new SAP customer service system and virtual call centre to 600,000 customers.
It hopes to move all residential accounts to the new system by August 2012.
The utilities company hopes the multi-million pound project, run by IBM, will improve customer services. The system will support RWE npower customer service and sales teams, which handle customer administration, maintenance, billing and payment.
Customer services staff will use a single system to work through customer-related processes and access information such as contract history, invoice information and installation appointments.
Virtualised customer care
RWE npower has also deployed a Genesys-based virtualised customer care centre to reduce "waiting" times. Relevant customer information is collected while customers are connected and passed to the correct adviser.
The new system offers a call-back service, allowing customers to step out of the queue and request a callback at a time to suit them, rather than waiting on hold at busy times.
The virtual call centre enables geographically dispersed customer care agents to operate in a single virtual team.
IBM led the systems integration, business change and implementation of the programme. This included the design and build of the SAP billing and customer care solution, the new contact centre telephony infrastructure and its integration to SAP. IBM also trained the RWE npower employees.