Newsroom

Direct Energy

Posted on : March 10th, 2011

Company Overview:
Client is one of North America’s leading integrated energy companies and part of the Centrica Group (British Gas).

Scope:
Inbound and Outbound services

Systems Used:
Inbound/Outbound blended Asterisk based ACD/Dialer

Business Needs:
Making sure the current customer base renews their contracts within a very short time frame to ensure that they do not get converted back to the local utility provider
Cost – Limited resources/budget
Keeping track of revenue and profitability

Business Solution Offered By Simpro:
Quickly developed an automated preview dialing campaign and with its large core of agents was able to ensure that the customers were called within the expected renewal time frame
Offered an Inbound technology advantage that was especially useful in the case of small renewal lists for other provinces

Business Benefits:
Greater than 20% improvement in conversion rates
Convinced of service excellence ,cient switched its entire regional renewal Inbound program to us.

Some of the Optimization Initiatives:
Improved Customer Service thru dynamic CRM blending and screen-pop technology.
Identify the point ( in terms of list penetration %) where the list performance starts dropping ( in terms of SPH) and then use the following to improve performance
Variable incentive to drive sales revenue
Dynamic predictive dialer management