Overview

Customers expect 24/7 support with a quick resolution to every problem from utility providers. The emergence of mobile applications and customer portals has allowed better service management however service delivery remains a key challenge for any utility company. We have created a predictive SAP S/4HANA enabled alert framework that directs call centre agents and customers to resolve requests. Typical benefits include AHT reduction, increased first call resolution, increased CSAT and reduced training.