Powering Green Energy for Customers with Verint

See how Ecotricity is better supporting customer experience

  • 10%

    Improved adherence by 10%

  • 60%

    Administrative time reduced by 60%

  • 29%

    After call work reduced by 29%

Overview

Ecotricity was founded in 1995 as the world’s first green energy company. They are also the greenest energy company in Britain, supplying 100% green electricity and frack-free gas to over 200,000 customers.

Ecotricity operates a unique model. They use their customers’ energy bills to fund the building of new sources of Green Energy. They like to refer to this as turning ‘Bills into Mills’ – energy bills into windmills.

teal element pattern

Opportunity

In the beginning, Ecotricity relied on spreadsheets for forecasting and scheduling. A lot of time was spent analyzing and fixing problems and they could not track the actual performance of their contact center. They realized the spreadsheets had reached their limits and they needed to find a solution that would help them better serve their customers and automate forecasting and scheduling.

Part of Ecotricity’s requirements to select a Workforce Management software was that it had to meet their current needs but also future needs. They were therefore looking for a cloud-based solution that could easily integrate with different systems, especially Salesforce which they had recently implemented.

Ecotricity was looking for a system that would allow them to track performance as well as provide actionable insights for significant improvements. Further, a simplifed framework that would put together these services in an easy to use method was important for a faster and smoother integration.

Solution

Verint Monet Workforce Management stood out due to its tight and unique integration with Salesforce and its flexibility in the cloud. Verint would allow them to truly understand handle time and volume in Salesforce. The ease of use of the solution also made the difference as not everyone in their team had experience with Workforce Management software.

Finally,Ecotricity was able to use the data collected to see where problems lied in their contact center and make the appropriate changes, providing training or other tools needed to optimize their workforce.

Benefits

After Ecotricity selected Verint as their Workforce Management vendor of choice, they saw benefits in the following areas:

  • Administrative time to develop schedules before Verint took 2-3 hours per week and after Verint only 1 hour and use of a system that allows more flexibility for work such as hours, shift swaps and support for a work-at-home model.
  • In 2018, there were 1,500 holiday requests that needed to be approved manually by checking the spreadsheet. With Verint, 85% of the holiday requests submitted are automatically approved.
  • Adherence has increased by 10% since the implementation i.e. 20 minutes per person per day.
  • Reduction in wrap-up time i.e. the time spent by an agent doing After Call Work went from 3 ½ minutes to 2 ½ minutes.
  • Better management of call volume peaks.
  • Reduction in agent idle time i.e. reduction of 2 FTEs worth of time because of more effective scheduling and management of peaks.
  • Clearer understanding of individual performance from an analysis of various fields in employees interactions and better comprehension of individual progression within each of these areas.
  • Faster access to learning and coaching tailored to employee needs and ability to use a continuous loop, data-driven process, to set and communicate goals across the organization.
  • Incorporation of the use of gamification to help stimulate and motivate staff.
  • Higher knowledge on which areas directly affect the customer experience.