Case Study: Hamburg Wasser
Creating a competitive edge through customer service: a Cisco IP contact centre is helping Hamburg Wasser to improve customer service and to compete successfully in the emerging market for clean energy
Challenge
With its subsidiary, Hamburg Energie, Hamburg Wasser’s mission is to promote and sell clean solar, wind and gas energy to the city’s citizens and businesses. As impeccable green credentials would not be enough to win new business in the fiercely competitive energy market where suppliers typically compete on price, Hamburg Wasser decided that it would differentiate itself by delivering excellent customer service through a best-in-class IP Contact Centre solution.
Solution
NextiraOne designed a highly available solution, with twin data centres hosting the call centre software and dual redundancy throughout the network infrastructure. The platform supports four teams of agents, each handling a different range of activities. Around 100 agents take calls for Hamburg Wasser, including emergency fault reporting, and another 15 answer customer enquiries and help win new business for Hamburg Energie. A third team manages enquiries about water leisure parks that are run by another company (a former subsidiary still using Hamburg Wasser’s infrastructure), while a Helpdesk, serving the entire organisation also uses the platform. The service centre manages 2500 calls a day. Typically around 40 to 50 agents are at work during the day, but that number can grow to 80 or so during peak times
Benefits
- Brand differentiation through excellent customer service
- Agent efficiency increased by access to customer information
- Low agent churn due to increased job satisfaction
- A platform for future service innovation
Partners
Cisco
