Automated Customer Support Solutions

The Challenge

Many utilities have to cope with long-winded manual processes that present huge challenges when trying to reduce costs and get it ‘right first time’. Often the quick fix relies on a workaround, which falls short of an optimum strategic solution but represents a quick, practical and cost effective approach.

Inevitably, workarounds need to be underpinned by well-defined processes and supporting technology to ensure control is not compromised. Additionally, call centre agents need scripts and prompts to ensure consistency of application of new processes.

The Solution

By adopting best industry practice and applying Business Improvement Process, Fujitsu can help you to substantially lower the cost to serve by enhancing, streamlining and automating processes. These improvements will provide the means to undertake complex, time-consuming activities in the shortest time, thereby improving service levels to customers.

You can improve the quality and consistency of services you deliver to new customers by providing customer service agents with appropriate scripting services. The use of standard operating practices and processes will provide a greater level of control and consistency over service levels, productivity levels and costs.

Fujitsu’s optimised processes reflect a thorough understanding of the regulatory framework and business rules to which Utility organisations must adhere. And we recognise the step change in customer satisfaction that can be realised through ensuring fast responses to customer enquiries through the provision of automated services.
Specific skills include:

• Utility industry knowledge
• Business analysis
• Benefits realisation
• Process documentation and review
• Design and build of business solution
• Managed services

Typical elements of a work assignment include:

Business analysis – through working closely with our clients, we have operational knowledge of core utility processes. We will identify opportunities for new tactical solutions that address key issues including cash flow, customer complaints and cost reduction.

Business case development – we work with you to develop the business case, built around productivity gains and service improvements.

Documenting processes – we capture core business process flows and document processes. We use this information to support corporate quality and continuous improvement initiatives.

Technical solutions – we provide consult, analyse, design, build and operate capabilities. We manage the solution through all stages of the solution development life cycle.

In addition to the delivery of change programmes, we are able to provide ongoing application development, support and fully managed services.

The Benefits

• Cost reduction through increased efficiency and process automation
• Better control of customer service levels through the introduction of standard operating practices
• Faster and more effective customer service, leading to higher levels of customer retention
• Fewer errors and omissions due to the removal of complex manual processes