UTILITY CASE STUDY 1

Summary

  • 24/7 Level 2 troubleshooting for furnace, air conditioners, boilers, and water heaters
  • Service protection plan renewal and up sell
  • Working in a multilevel knowledge tree to provide first call resolution and avoid a "truck service call"

Details

The Need: The Utility required a technical support solution more robust than their existing solution because too many trucks were being rolled on cases that could otherwise be resolved at Level 1, significantly impacting budgets

The Timing: 90 days from initial discussion to launch in an outsourced environment with highly skilled 7x24 agents and complex systems integration

The Sizing: OCI Trained and staffed approximately 30 agents 7x24 to support the complex solutions.

The Benefits: OCI achieved significant cost avoidance on truck rolls bringing the avoidance to greater than 50% and achieving savings well in excess of $1,500,000 per annum.

The Result: The client was able to reinvest savings in marketing their services and on-boarding new long term clients