GENEO can help Utilities improve CSAT. Improving First Contact Resolution in call centres or transforming the hidden value stream of the customer journey.

Energy Services

Improve Change Of Occupancy from current lead time of 70 days

4 week diagnostic required to find appropriate data and develop future state

Process redesign driven by the VSM process.

Full rewrite of Standard Operating Procedures to cater for the shift to ‘sales / service’ approach in order to drive 1st contact resolution

Retraining sales and service team to perform the Change of Occupancy as one unit

Implement minor system changes to cope with concept of 1st contact resolution

Change Of Occupancy reduced from 70 day average to 45 minutes

RFT reduced from 50% to zero

21% improvement in sales conversion