Industrie énergétique

Oxon + l’industrie de l’énergie

Wave
, Industrie énergétique
, Industrie énergétique
Ignitis est désormais une solution unique pour tous les objectifs énergétiques. Cette société a fusionné “Lietuvos energijos tiekimas”, “Gile” et “Litgas” en une seule société.
1800 employees
110 Contact Center agents
L’entreprise utilise Oxon depuis des années et cela a permis d’améliorer plusieurs problèmes et de faire passer l’entreprise à un niveau supérieur.

Clients

2000000
par mois

Clients

140
par agent par jour

Appels

105
par jour

Emails

35
par jour

Problèmes

L’entreprise a été confrontée aux problèmes et défis suivants.
Integrate OXON call center and make it work with internal CRM and Data systems
Make communication in web-site
Customize and integrate chat-bot to Ignitis web-site
Create external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Centralized database system to have secure and consistent access to client data
Reduce operational costs

Solutions

Les solutions d’Oxon ont été mises en œuvre en fonction de chaque problème.
OXON contact center integration with back Ignitis systems
OXON contact center is one easy to use platform and can easily be 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 web-chat to Ignitis web site
Ignitis wanted to had communication inside their web site. OXON integrated their web-chat to OXON contact center to make communication easier between clients in web site and contact center. Web-chat has two main benefits: agents can consult more than one client in a time and web-chat collects leads emails, saves them in database and they can be used any time for any offer, promo or etc.
Chat-bot integration
Chat-bot integration was easy to set up when Ignitis web-chat was working properly. Before client is connected to live agent, client has to chat with bot. Chat-bot is able to answer about gas or electricity prices, register problems, services or other maintenance. Chat-bot of Ignitis decrease up to 30% of workload from agents.
Omni-channel
Functionalities of OXON contact center used by Ignitis: calls, emails, web-chat, chat-bot. Omni-Channel experience allows your customer to engage on their channel of choice.
Advanced reporting system
Reporting system is tool for leader, managers or heads of center. It allows to order any kind of statistics and information about Ignitis business. Leaders who has this tool can easily make automatic reports from systems and can choose any kind of statistics, information or other data and can choose when they want to have it. For example, once a day team leader of Igntis contact center can order to get all the statistics about NPS, everyday on selected time he will receive an email with chosen information. Bonus system can be uses to improve agent efficiency by keeping them challenging, OXON counts all the bonuses for Ignitis, agents can see about their bonuses in they desktop.
Customized OXON dynamic agent desktop
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time. Ignitis uses dynamic agent desktop to see all the information about the client when they connect them. All the personal details, services in use, paid bill or incoming payments and other information about the client. This customized field help agent to solve problem way faster, he doesn’t have to search for information about the client while taking a call and agent’s efficiency increases at least 30%. When 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. 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 and etc. When client choose all IVR options, but still needs agent to speak with, the agent who has most competency will answer the call to help client. After the chat agent can send sms or email to the client with all the prices, plans, services and 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 desktop.
Ticketing system
Ticketing system allows 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 assign folder and when Ignitis will have news or problems with that service they will send massive message for all the clients who is assigned to that theme. Ticketing system is also used for short time issues, when client has problem and connect to contact center, but agent couldn’t help him from the first talk, agent creates the ticket for the exact client problem. Ticket will be open until problem will be solved and agent will close the ticket by selecting call ending reason.

Résultats

Après une mise en œuvre réussie, les résultats suivants ont été atteints.
Tableau
Avant OXON Avec OXON
Temps moyen de traitement des appels
430
s
420
s
Coûts opérationnels annuels des centres de contact
1 100 000
860 000
Diminution des coûts opérationnels annuels du centre de contact
-
%
17
%
Résolution du premier appel
79
%
81
%
Diminution du temps de réponse du courriel
-
%
9
%
Appels traités dans les 20 secondes
92
%
93
%
Le flux de clients diminue avec le Chat-bot
-
%
16
%
Moyenne d'emails traités
par jour par agent
34
36
Moyenne des appels traités
par jour par agent
78
103
Réponses aux questions sur les rappels
84
%
98
%
NPS client
76
pt
80
pt
Ignitis avec Chat-bot diminue d’environ 16% le flux de clients provenant des agents en direct. Environ 22 clients par jour pour chaque agent.
Overall benefits for the company
Le chef ou le responsable du centre d’appels verra toutes les statistiques de l’activité, l’efficacité des employés, la vitesse de résolution des problèmes, les principaux problèmes et les raisons pour lesquelles les clients les contactent.
Main benefits for company
Réduction des coûts grâce à l’augmentation de la productivité des employés/agents de l’entreprise (environ 240 000 euros par an) et à la satisfaction accrue des clients.
Extra benefits
Lorsque l’agent termine un appel ou un chat avec un client, il peut choisir la raison pour laquelle il s’est connecté au centre d’appels ou l’attribuer au thème. Les thèmes sont collectés à partir d’appels, de chats, d’emails et autres, toutes les informations sont visibles pour les chefs d’équipe, les managers ou autres agents. De cette manière, l’entreprise sera en mesure de suivre les questions les plus courantes et les problèmes qui se posent.