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Faced with a regulatory mandate, a leading energy supplier needed to deploy more than 4.5 million physical smart meters throughout multiple service regions. However, an unstable and unresponsive application made coordination difficult between the contact center and the engineers. At the same time, the company could not remotely monitor the new meters to verify if they worked properly after installation or to anticipate service calls. To top it all off, the company’s customers had to deal with a confusing interactive voice response (IVR) system and often called the contact center multiple times with low resolution rates, resulting in a poor experience. Inefficiencies in deploying field engineers due to duplicate calls and reports led to increasing costs. The company turned to Cognizant's oil & gas platform solutions experts for a solution that would reduce costs and complaints and improve efficiency.
We took a phased approach, focusing first on improving efficiency for more than 400,000 smart energy meters. By understanding the journey of field engineers and customers we were able to segment and create unique experiences for each group. Leveraging the expertise of our internal utilities center of excellence, we created new IVR scripts and self-service options specific to each segment. Now, engineers reach a customized script that guides them through a streamlined process that is augmented with level 1 tech support. And thanks to a tailored IVR script, customers can navigate their service options more efficiently. We also enabled remote monitoring and issue resolution for the smart meters with a 24/7 operations center.
The redesigned processes reduced service desk turnaround time for engineer inquiries from 24 hours to eight minutes and improved the first-time fix rate by 10%. Automating the processes improved coordination across the value chain, leading to a better experience. Remote monitoring and issue resolution helped reduce the number of field engineer deployments, and the solution has saved 100 of hours per engineer per year. Thanks to the remote monitoring capabilities, the company can now anticipate issues with deployed meters. These capabilities also enable the company to ensure that the meters are periodically updated without dispatching an engineer. Rolling out new meters has increased customer satisfaction scores, which now stand at 95% or higher.
in cost savings
reduction in turnaround time for service desk support for internal and field engineers
improvement in first-time fix rate
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