Energetics Industry

Oxon + Energetics Industry

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Energetics_case-study
Ignitis_case-study
From now on Ignitis is a single solution for all energy goals. This company merged “Lietuvos energijos tiekimas”, “Gile” and “Litgas” into one company.
1800 employees
110 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

2000000
per month

Customers

140
per agent per day

Calls

105
per day

Emails

35
per day

Problems

The firm was faced with the following problems and challenges.
Integrate OXON call center and make it work with internal CRM and Data systems
Make communication in website
Customize and integrate chat-bot to Ignitis web-site
Create external support call centers, mostly for telesale services, arrange meetings and Computer Assisted Telephone Interviews (CATI)
Create a centralized database system to have secure and consistent access to client's data
Reduce operational costs

Solutions

Oxon’s solutions were implemented to solve every issue.
OXON contact center integration with back Ignitis systems
OXON contact center is a single, simple to use platform and can be easily connected with any other inside system. Ignitis uses inside CRM and database systems, OXON easily integrated those two systems to be useful in OXON contact center.
Integration of a web-chat to Ignitis website
Ignitis wanted to have communication inside their website. OXON integrated their web-chat to OXON contact center to make communication between clients in web site and in the contact center easier. The web-chat has two main benefits: agents can consult more than one client at the time and the web-chat collects leads emails, saves them in a database and they can be used any time for any offer, promo etc.
Chat-bot integration
The chat-bot integration was easy to set when Ignitis web-chat was working properly. Before a client is connected to a live agent, he has to chat with a bot. The Chat-bot is able to answer questions about gas or electricity prices, register problems, services or other maintenance. The chat-bot of Ignitis decreased up to 30% workload from agents.
Omni-channel
Functionalities of OXON contact center used by Ignitis: calls, emails, web-chat, chat-bot. Omni-Channel experience allows their customer to engage on their channel of choice.
Advanced reporting system
The reporting system is a tool for a leader, managers or heads of the center. It allows you to order any kind of statistics and information about Ignitis business. Leaders who have this tool can easily make automatic reports from systems and can choose any kind of statistics, information or other data and when they want to have it. For example, once a day the team leader of Igntis contact center can get all the statistics about NPS. Everyday on selected time he will receive an email with the chosen information. Bonus systems can be used to improve agents’ efficiency by keeping them motivated. OXON counts all the bonuses for Ignitis and agents can see their bonuses in their desktop.
Customized OXON dynamic agent desktop
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so a team will always have all the data they require to resolve problems the first time. Ignitis uses a dynamic agent desktop to see all the information about the client when they connect to them. The information includes personal details, services in use, paid bills or incoming payments and other. This customized field helps the agent to solve problems faster since he does not have to search for the information while taking a call. This way agent’s efficiency increases at least 30%. When the call handling time decreases, the customer CSAT increases twice.
IVR set up and configuration for Ignitis
IVR is a telephony technology that can read a combination of touch tone and voice input. It gives users the ability to access a database of information via phone. A typical IVR system has several menus of prerecorded options that the caller can choose from. The client who is calling to Ignitis has to choose the purpose of his call: gas prices, electricity prices, “Sun parks” program, electricity for home, gas for home, gas for business, electricity for business etc. After the client chooses all IVR options, but still needs an agent to speak with, the agent who has the most competence will answer the call to help the client. After that the chat agent can send sms or an email to the client with all the prices, plans, services etc.
Monitoring of active and queued calls and calls routing statistics
OXON has active and queued lines showing them the information about the SLA and other details in the bottom of the desktop.
Ticketing system
The ticketing system allows an agent to create tickets for client’s problems, services or other issues. Ignitis can assign tickets to themes, all themes save the same issue tickets or same services tickets. For example, all the Sun park orders will be in one theme folder and when Ignitis will have news or problems with that service they will send a massive message for all the clients who are assigned to that theme. The ticketing system is also used for short time issues: when the client has a problem and connects to the contact center, but the agent cannot help him during the first talk, the agent creates the ticket for the exact client problem. The ticket will be open until the problem is solved and the agent will close the ticket by selecting the call ending reason.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
430
s
420
s
Annual contact centre operational costs
1 100 000
860 000
Annual contact centre operational costs decrease
-
%
17
%
First Call resolution
79
%
81
%
Email First reply time decrease
-
%
9
%
Calls answered within 20s
92
%
93
%
Customers flow decrease with Chat-bot
-
%
16
%
Average of emails handled
per day per agent
34
36
Average of calls handled
per day per agent
78
103
Callbacks answered
84
%
98
%
Customer NPS
76
pt
80
pt
With Chat-bot Ignitis decreases about 16% of customer’s flow from live-agents. About 22 customers per day from only one agent.
Overall benefits for the company
The head or lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them.
Main benefits for the company
Cost savings through increased productivity of company employees/agents (about 75000 eur each year) and increased customer satisfaction.
Extra benefits
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collecting from calls, chats, emails etc., all the information is visible for the team leaders, managers or other agents. In this way the company will be able to keep track of the most common questions and arising problems.