Leading self-service adoption in the digital age

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Client Objective

A race to meet customer demands. A large utility providing electric power and natural gas services to a growing customer base anticipated the demand for their call centers and self-serve services (web and mobile) to outgrow their capacity. Their older infrastructures and unfriendly user interfaces were leaving them adrift.

Unique Challenge

Sinking with complexity.The company was overwhelmed and paddling with nowhere to go. They needed a completely new and robust IT infrastructure that allowed user data analysis. To achieve this, they required clear direction in a myriad of areas, from selecting vendors to spinning off projects to managing and delivering initiatives.

Unify Solution

Rowing towards new customer channels.Unify provided program and project management and business analysis expertise. The Unifiers set the pace for establishing a customer interface program and selecting vendors (RFPs). Many projects were stood up as part of the program, such as Micro-Services infrastructure, Social Media Management, Mobile App, and Weband IVR/VIVR. With Unify’s business analysis expertise, requirements were gathered, and process flows and blueprints were established. All the projects Unify provided leadership on were delivered on time and within the budget’s contingency.

Proven Impact

Steering towards success. The Unifiers had the new customer channels moving together in unison. After the initial launch, the client had an average year-over year call reduction of 25% for 2 years straight. There was a 40% reduction of time spent on social media case management, and customer satisfaction increased to over 30%. Their app store ratings went up by 133%. The estimated lifetime ROI is expected to cruise over $15M. Now those are results that go way beyond the finish line.

To learn more about Unify’s proven impact and custom solutions, contact us today

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