Novosibirskenergosbyt is the default electricity supplier in the Russian city of Novosibirsk and the Novosibirsk region. The company offers over a hundred of different services, including installation and maintenance of electric, water, and heating meters, and also acts as a utility payment collection agency. The company's list of clients includes about 30,000 enterprises and over a million individual users. Novosibirskenergosbyt, facing regular peak loads when large numbers of users call to submit their meter readings, decided to remodel these processes into a self-service. The Noda Contact Center platform was chosen for the purpose, since it was already being used by other energy suppliers, such as Mosenergosbyt, Tomskenergosbyt, Inrutskenergo, and Teploenergo.
"Our contact center is a vital element of business. There are a lot of aged people among our clients who prefer to settle all their questions by phone, and are still not used to the Internet. The new platform has enabled us to create a new service for taking down meter readings via IVR - you can submit them in the tone regime without switching over to a contact center agent. The same regime allows the clients to get information on their energy consumption and heating charges. You can also submit your meter readings via SMS, a mobile application, website, and payment terminals, " says Aleksey Vishnyakov, Head of Information Systems Department at Novosibirskenergosbyt.
To implement the self-service option, IVR was integrated with record-keeping systems that store updated meter readings, paid bills, and information on the services rendered to account holders. In addition, IVR performs the function of intelligent routing of inbound calls. After being connected with the contact center, the client chooses a topic from the IVR menu. Then, IVR automatically routs the call to an agent with the necessary qualification. This helps to skip unnecessary operations, cut down the call handling time, and boost customer satisfaction.
According to Aleksey Vishnyakov, the Noda Contact Center platform has helped to optimize both the inbound call handling and the outbound call campaigns. Now, these operations are also automated and do not require agents. For example, customers are informed of their outstanding electricity bills automatically. Every day, the system calls tens of thousands of debtors, informing them in detail of their electricity charges and payment deadlines.
On top of automated calls, the new platform can carry out automated SMS campaigns and send out e-mails. This way, the Novosibirskenergosbyt contact center informs its clients about tariff changes, special offers, and other important events.
"Nowadays, the companies which provide services to a large number of customers tend to make their routine operations a self-service. Here, energy suppliers are at the forefront, because taking down meter reading submitted by millions of users with the help of operators is costly and ineffective. Switching to self-services produces a quick economic effect, " said Andrey Zaitsev, Director of Contact Center Automation Department at Noda. "Our technologies help to introduce self-services into processes much more complicated than submitting meter readings or informing debtors of their outstanding bills. Our current projects involve creating voice and text bots that use AI and machine learning to hold conversations with customers. "
OAO Novosibirskenergosbyt has been the default energy supplier in the city of Novosbirsk and the Novosibirsk region since 01/01/2015. The company has 40 branch offices in all districts of the region, serving over 30,000 enterprises and over a million of individual energy users.