Customer Service Call Center Optimization through Mergers & Acquisitions

Transcription

1 Customer Service Call Center Optimization through Mergers & Acquisitions Sandra Haller Lisa Reilly Milind Nazare April 28 th 2016

2 Introduction and Overview Peoples Natural Gas serves customers in Pennsylvania, West Virginia and Kentucky We are 6 years young and 130 years old Acquired 3 utilities in the past 4 years Leveraged SAP as the platform to rapidly merge the acquired utilities 2

3 Peoples Overview The first acquisition was completed in less than 14 months. Shared Service at the selling company Transition of Service Agreement (TSA) with seller The second acquisition was implemented in 12 months. Acquisition during stabilization from first Systems and operations received as part of sale The third acquisition had to be completed in less than 7 months. Most everything was shared service No TSA 3

4 Call Center Virginia Call center and East Ohio Billing department was merged at the central location in downtown Pittsburgh TWP Call Center based in Butler was absorbed in People Call Center after acquisition Outsourced EGC call center by insourced and merged with Peoples Call Center 4

5 The Start 5

6 The Build up 6

7 Getting Ready 7

8 Operational 8

9 Technology Consolidation 9

10 Building a Scalable Technology Model Single Platform to Reduce Costs and Improve Productivity Aligns IT and Operations in pursuit of Operational Excellence Integrated Business Processes Springboard for enhancing Customer Experience across channels 10 Positions us for next Acquisition

11 Software Consolidation Dominion SAP, Legacy Mainframe CCS, WMIS, GE Smallworld,Mobile? Etc. TWP Readi, AS400, Access databases, ESRI paper process EGC 96 systems including Readi, Power Plant, Ventyx, JDE, ESRI etc. 11

12 Streamlining Technology Roadmap Customer Management and Billing SAP CR&B Customer Portal Avertra MiCustomer Back Office SAP ERP Document Management ImageNow/ Sharepoint Integrated Platform Work Management SAP EAM Ventyx Gas Measurement Mapping ESRI SCADA 12

13 How was this achieved? 13

14 Project Phases Discovery / Strategic Alignment Project Preparation Business Blueprint Realization Final Preparation Go-Live to Hypercare High Level Requirements Application Strategy, Scoping & Feasibility Software Selection System Integration Identification Initial Project Planning Organizational Change Management Project Procedures Assessment & Scoping Project Kickoff Data Mapping & Transformation Design Technical Requirements Planning Blueprint Workshop Planning Project Team Training Conduct Business Process Workshop Super / End User Induction Business Process Definition Data Conversion / Cleansing Requirements Configuration & Process Testing Application Integration Development Custom Development Super / End User Training Design Infrastructure Deployment System Management Security & Roles Construction Audit Approval of Controls Design Cut Over Simulation Cut-over End User Learning & Training Acceptance Testing Integration Testing Preparation for Go-live Hyper care and Post Go-Live support planning Application Operational Plan for Continuous Improvement Plan and Preparation for Next Phase KPI Measurement & Reporting Business Process Hierarchy 14

15 Training & Cutover 15

16 Training Start Training Early Buddy System QRG Specialized Training Spring fling / Fall fling 16

17 Cutover Senior Reps and Supervisor on floor assisting staff Yellow flags IT support staff available on the floor Achieved without Overtime 17

18 Customer Center Performance Metrics 18

19 PUC Customer Service Performance 100% 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% Ease of Reaching Company Satis. w/automatic Phone System Satis. w/call Ctr Reps Handling Overall Satis. w/call Ctr Rep Satis. w/call Ctr Reps Courtesy Satis. w/call Ctr Reps Knowledge % 60% 77% 75% 85% 82% % 63% 83% 80% 91% 86% % 66% 84% 80% 91% 88% % 64% 86% 82% 91% 88% % 69% 89% 86% 94% 91% % 80% 94% 91% 96% 95% % 84% 95% 92% 96% 96% % 86% 98% 93% 97% 96% % 94% 95% 94% 94% 97% 19

20 Service Level 96.0% 94.0% 92.0% 93.7% 90.0% 88.0% 86.0% 84.0% 82.0% 80.0% 78.0% 76.0% 78.1% Service Level % % % % % 20

21 Abandonment Rate 3.5% 3.2% 3.7% 2.9% 2.6% 2.3% 2.0% 1.7% 1.4% 1.1% 0.8% 0.5% Abandonment % % % % % 0.9% 21

22 Customer Billing Improvements 0.20% 0.18% 0.16% 0.14% 0.12% 0.10% 0.08% 0.06% 0.04% 0.02% 0.00% 6 month est 12 month Est Bills Not Rendered % 0.007% 0.00% % 0.007% 0.00% % 0.007% 0.00% % 0.007% 0.00% % 0.006% 0.00% 22

23 Response Time Response Time Compl Response Time PAR

24 All this wouldn't had been achieved without 24

25 25

26 Milind M. Nazare Sandra Haller Lisa Reilly 26