Frontier Utilities has revolutionized their customer service approach by implementing a comprehensive Customer Interaction Management solution. This strategic transformation enables them to gain deeper insights into customer relationships while significantly reducing operational costs and enhancing service delivery across all touchpoints.
Founded in 2008, Frontier Utilities is a leading retail electric provider serving deregulated Texas markets. Dedicated to providing honest and innovative electricity solutions, they offer flexible pricing plans and outstanding customer support to residential and business customers. Their commitment to budget-conscious consumers and eco-friendly energy options has established them as a trusted provider in the competitive Texas energy market.
In the highly competitive Texas energy market, Frontier Utilities faced mounting pressure to enhance customer retention while keeping operational costs in check. Their existing infrastructure created critical challenges that threatened both customer satisfaction and business growth:
Rising Customer Attrition: With increasing competition in the retail energy sector, Frontier needed to deepen customer engagement and reduce churn rates. Their existing systems lacked the flexibility to adapt to changing customer expectations and market demands.
Resource-Intensive Query Handling: Agents were overwhelmed by routine customer inquiries about billing, payments, and account information. This high volume of standard requests exhausted valuable time and resources that could be better allocated to complex customer needs.
Inflexible Technology Infrastructure: Their former hosted solution couldn't scale efficiently with business growth. The rigid system lacked effective customer telephony integration (CTI), preventing agents from accessing crucial customer information and interaction history when needed most.
In 2014, Frontier Utilities partnered with Ameyo to implement a comprehensive Customer Interaction Management platform designed to transform their customer engagement capabilities:
Centralized Customer Intelligence Hub: Deployed an integrated CRM system maintaining comprehensive customer information and interaction history. This intelligent platform provides agents with immediate access to relevant customer data through a customized interface, enabling more personalized and efficient service.
Advanced Self-Service Automation: Implemented sophisticated IVR automation for routine customer queries about subscription details, account balances, and promotional offers. The system integrates directly with billing systems and payment gateways, enabling customers to complete transactions independently through phone-based self-service.
Intelligent Outreach Optimization: Developed a smart telesales campaign management system that intelligently dials customers, eliminates answering machines, and recognizes fax and busy tones. The solution automatically registers potential callbacks, dramatically increasing agent productivity.
50% reduction in turnaround time (TAT). 30% decrease in operational costs. 25% improvement in outreach program productivity Significant reduction in manual processes
Flexible scaling capability adjusting to business requirements. Transformation from recurring cost model to CAPEX structure. Seamless integration with existing business applications
Automated self-service options and faster agent response times have significantly improved customer satisfaction and reduced effort.
By eliminating routine query handling, agents can focus on complex customer needs, increasing job satisfaction and effectiveness.
The flexible platform enables rapid adaptation to market changes and new business requirements without additional infrastructure investment.
In addition to an immediate reduction in recurring costs, we were able to increase the productivity of our call center by utilizing Ameyo's advanced capabilities and we benefit from its robust scalable platform. Ameyo replaced a leading contact center solution at Frontier Utilities. From day one we could see the benefits of its robust platform through a 35% recurring cost reduction. Since its deployment, our productivity of outreach programs has improved by over 25%. Now that's the impact.
+91-808 8919 888
+91-808 8919 888
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