Energy

Business Case

Omnichannel digitization

A project for a public utility company that supplies energy, water and environmental services, as well as public lighting and telecommunications to citizens and businesses.

Industry
Energy

Objective

Enhancing the customer experience, across all digital touchpoints, and customer management services to boost productivity and satisfaction.

What we delivered

We assisted our client in successfully executing their digitization project. We re-designed a new customer journey and communication strategy, seamlessly integrating our digital and hybrid solutions into their existing systems to facilitate the user experience.

Our efforts encompassed a comprehensive revamp of the online services portal and the development of two user-friendly apps in the selfcare area, for both iOS and Android platforms. These applications empower retail customers with easy access to a curated selection of integrated services and features. Moreover, we created our first client's home assistant, delivering services such as multichannel contact analysis, conversational design optimization, scale-up strategy identification, and ongoing maintenance.

In the realm of enhancing customer service, we have integrated Talk Active, our innovative hybrid solution designed to elevate the entire conversational Interactive Voice Response (IVR) service experience. Our product effectively oversees various processes such as customer authentication, profile identification, solicitation of digital copies of bills, request for installment plan, updating billing addresses, managing essential installments (validated via SMS confirmation), and ensuring accurate voice recognition. This comprehensive approach marks a significant stride towards improved customer interaction and support.

A winning experience

  • Calls for month

    12000+
  • Automated requests end to end

    40%

Business cases

  • Retail and eCommerce

    Centralised and global marketing automation program

  • Pharma and Medical devices

    Voice of the Customer at scale

  • Media and Entertainment

    DAZN: high-value Customer Service

  • Automotive, Mobility and Transport

    Customer management automation of the Online Store

  • Travel and Leisure

    Business Process Outsourcing transformation program

  • Financial services and Insurance

    Europ Assistance: our TalkActive for roadside assistance service

  • Automotive, Mobility and Transport

    The world’s first automotive store in the Metaverse

  • Retail and eCommerce

    Global management of multi-brand campaigns

  • Energy

    A digital transformation performance-focused

  • Energy

    Schneider Electric: from product to ecosystem strategy for B2B2C

  • Financial services and Insurance

    Customer operations AI sales and fraud detection

  • Financial services and Insurance

    Customer operations AI sales and fraud detection

  • Pharma and Medical devices

    A multichannel ecosystem

  • Automotive, Mobility and Transport

    Thales GTS: Operating Control Centre redesign

  • Telco

    End-to-end services: digital solutions, user research, customer operations