from End-of-Life to Cutting-Edge
With a technological and customer experience assessment, PTP was able to develop a full, multichannel customer service portal for the Sacramento Municipal Utility District (SMUD). Outdated systems were eliminated, and natural language applications and continued support and training options were implemented.
SMUD’s legacy voice systems and existing infrastructure was not meeting their business goals, creating a range of challenges for both customers and staff, including:
An inability to handle increased call volumes during power outages
Obstacles to optimal employee efficiency
No long-term strategy for natural disasters and outages
How PTP Brought SMUD from Legacy to Latest
After leading a strategic assessment of both the contact center and customer experience, PTP developed and implemented a plan to serve SMUD’s most pressing technological needs. Our implementation and solution included:
Expansion of Customer Service Channels
By improving and building on current customer service channels, the ability to provide excellent service was strengthened.
Premise-Based Solution to Replace End-of-Life-Technologies
A scalable solution was designed for SMUD, crafting a single centralized infrastructure for numerous systems and vendors.
Closure of Communication Gaps
PTP mapped the customer experience to reduce call volume, address common questions, and grow self-service opportunities.
Customer service became easier and more efficient when calls were routed to the proper agents, while an increase in customer data collection cut call handling time.
download Full Case Study
10% year-over-year growth in revenue
723/1,000 JD Power & Associates customer satisfaction score
A centralized infrastructure consolidating 15 different systems
Reduced call volume
Increased self-service options
SMUD is the sixth-largest community-owned electricity provider in the U.S., and has been serving Sacramento County for more than 65 years with award-winning energy efficiency solutions and renewable energy strategies.
CAN BE YOUR SUCCESS
Since our beginning, we've been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we'd like to do the exact same for you. Just give us a call to get the conversation started.