The clientele of modern electricity and gas providers is mainly dynamic and already accustomed to digital offers and cross-channel communication channels. This means that what customers demand a from progressive energy service provider is that all of their procedures and application processes are able to be handled and viewed digitally. Customer requests should be processed quickly with a focus on service, regardless of the communication channel used, as customer loyalty also (and especially) depends on the quality of customer service.
Due to the rapidly growing number of customers and a corresponding increase in the number of customer requests, the electricity and gas provider eprimo was faced with this exact difficulty: using existing resources to offer excellent customer service, which is mapped out by external service providers at eprimo.
Using heterogeneous tools and offering multi-channel services led the customer service department of energy supplier eprimo to be confronted with the challenge of classifying and prioritising customer requests and bundling multiple requests from a single customer via different channels. At the same time, managing external service providers was difficult in some places due to the lack of measurability and traceability of the processes.