Client Objective
Putting better customer service in the palm of your hand. With alternative energy solutions increasing in popularity, a large utility wanted to focus on customer satisfaction in order to grow its customer base. They kicked off a corporate-wide Get to Zero initiative. This mission was set to transform their customer experience by directing zero calls to their call centers. They have an extremely mobile-savvy customer base, so it was imperative for their customers to be equipped with a cutting-edge mobile app that satisfied their needs by providing more self-service features with a well-designed user experience.
Unique Challenge
Overloaded with no time for opportunity. While the leadership team knew that a mobile app was the right solution. They didn’t know how to get there. They were worried about how to evaluate customer impact, existing capabilities, and the business gaps they needed to overcome.
Unify Solution
Expertise at their fingertips. To enable the Mobile App project to quickly ramp up and gain traction, Unify partnered with the company on a managed service solution. They provided immediate program and project management leadership as well as the business/systems analysis expertise the team lacked at the time. Collaborating with the leadership team, Unify also joined forces with systems integration partners to drive the project forward. Unify worked on the mobile capability enablement approach by defining solutions to implement and support the company’s mobile capabilities. The Unifiers also developed an approach for mobile app implementation and launch through evaluating the company’s capabilities and leveraging gaps between current versus future states.
Proven Impact
A stronger customer base is close at hand. The new mobile app makes accessing customer account information on the go easier than ever, offering increased self-service capabilities. Customers can now manage, review their accounts, and make payments with just one click. Customers can also track and report power outages in their neighborhood, and check status and estimated restoration times, all in the palm of their hand. This has led to increased customer satisfaction and reduced call center contacts.
Unify continues to support the multi-year Get to Zero roadmap with the initial managed service solution, as well as additional value-added services like organizational change management, business process re-engineering, and data & analytics solutions. Now that’s putting enterprise-wide transformation in easy reach.
