The global leader in providing innovative customer care solutions Genesys has recently published a case study featuring K-Electric’s contact center transformation.
“K-Electric serves more than 2.5 million customers and has invested heavily in modernizing their infrastructure to deliver safer, more affordable power to a rising population. K-Electric also runs one of the country’s largest contact centers. Achieving an Omnichannel experience across multiple customer touch points, such as their website, 29 integrated business centers, text and chat services, as well as mobile engineers, is a key focus for innovation,” the report adds.
The report also reflects an impressive response rate from KE towards its customers, with 87% consumers being responded within a mere 20 seconds timeframe. The system has managed to cut average handling time by 13% and increased first call resolution by 21%.
K-Electric successfully integrated the Genesys platform with their SAP customer relation and billing management—a first for the utility sector in Pakistan. The move enabled two unique automated services. The first manages Net Promoter Score; it fetches data from SAP and initiates an outbound call to gauge customer satisfaction.
Advanced analytical and reporting tools, with automated KPI scoring and evaluation, improved customer prioritization and quality management. These new insights enable customer journey mapping, giving K-Electric a holistic view of interactions across all channels. Because of such initiatives, K-Electric has become the first-ever distributor in Pakistan to achieve ISO 9001-2008 certification for their Integrated Business Centers.
The digital channels including K-Electric website offer access to services, such as an energy-conservation calculator, complaint handling and e-billing registration. A dedicated K-Electric care team provides 24/7 responses to social media posts. They also keep customers updated on power-related developments across the city, while helping to grow awareness of sustainable energy best practices and enabling instant reporting of safety hazards.
You can read the report here.