Transforming Customer Service Operations for a Global Electric Company
In a Nutshell
Our client was a leader in the Power and Utility Sector in the United States, their biggest challenge was their customer service system. Lengthy wait times, high volume of inquiries, and low customer satisfaction all contributed to their existing set of problems. Following a lengthy requirement elicitation process, engineers developed a custom web portal utilizing an SDE stack. The implementation resulted in a decrease of more than 40% in customer queries.
In a Nutshell.
Our client was a leader in the Power and Utility Sector in the United States, their biggest challenge was their customer service system. Lengthy wait times, high volume of inquiries, and low customer satisfaction all contributed to their existing set of problems. Following a lengthy requirement elicitation process, engineers developed a custom web portal utilizing an SDE stack. The implementation resulted in a decrease of more than 40% in customer queries.
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Inside the Opportunity
- A surge in customer inquiries overwhelmed service teams, causing long wait times.
- Slow and fragmented legacy systems hindered efficient resolution and data access.
- Disconnected CRM tools led to inconsistent and error-prone service delivery.
- Limited self-service features increased dependency on support staff.
- Poor customer experience resulted in low satisfaction scores and rising costs.
Inside Innovature’s Thinking
- Built a modern, responsive customer portal using ReactJS (frontend), Node.js (backend), and MongoDB (database).
- Enabled users to manage accounts, report outages, and track requests directly via the portal.
- Integrated the portal with existing legacy systems to ensure seamless data access and operational continuity.
- Designed the platform to meet stringent security and privacy standards for compliance and trust.
- Empowered customers with a robust self-service experience, reducing reliance on live agents.
Inside the Impact
40%
90%
100%
Client Overview
The client is a leading US-based global electric company, delivering essential energy services to millions of customers across the globe. With a vast and diverse customer base, the company faced rising challenges related to customer service inefficiencies, such as long wait times and poor resolution rates. The company’s existing systems struggled to manage increasing inquiry volumes and lacked integrated CRM capabilities, leading to customer frustration and declining satisfaction scores. Their mission was to enhance customer service efficiency, improve self-service options, and ensure compliance with stringent security and privacy standards while meeting evolving customer expectations.
Problem Statement
The client encountered several critical challenges that impacted their ability to provide seamless, efficient customer service:
- High Volume of Inquiries: A surge in customer queries overwhelmed the service team, leading to prolonged wait times and delays.
- Slow Resolution Times: Lengthy response times frustrated customers, decreasing their satisfaction and trust in the company.
- Lack of Integrated CRM Data: Slow, disconnected legacy systems made it difficult to access critical customer information, resulting in inconsistent and inaccurate service delivery.
- Decreased Customer Satisfaction: The combination of inefficient systems and limited self-service options left customers dissatisfied, resulting in higher operational costs and reduced trust.
Our Solution
To address these challenges, Innovature Labs developed a custom web-based customer portal using ReactJS for front-end development, Node.js for back-end processing, and MongoDB for database management. The portal provided a seamless, self-service experience that allowed customers to:
- Manage Accounts: Customers could access and update account information, reducing the dependency on the customer service team.
- Report Outages: Real-time outage reporting became accessible, enabling customers to receive immediate status updates.
- Track Requests: Customers could monitor the progress of their requests, reducing follow-up inquiries.
- Integration with Legacy Systems: The portal seamlessly integrated with existing customer information systems, ensuring access to critical data and improving operational efficiency.
- Compliance and Security: The platform adhered to strict security and privacy standards, ensuring data integrity and customer trust.
Client Benefits
The implementation of the customer portal led to significant improvements in operational efficiency and customer satisfaction:
- 40% Reduction in Customer Inquiries: By providing self-service options, the need for customer service agents to handle basic inquiries decreased substantially.
- 90% Increase in Self-Service Adoption: Customers embraced self-service capabilities, reducing dependency on the customer service team.
- Improved Customer Satisfaction Ratings: Faster resolution times and enhanced convenience resulted in higher customer satisfaction scores.
- Operational Cost Savings: Reduced inquiry volumes and faster resolution times led to significant cost reductions in customer service operations.
These improvements contributed to a more efficient, customer-centric operation, driving higher satisfaction and operational efficiency for the client.
