Digital Workforce Helps Maintain Exceptional Customer Service
Throughout COVID-19 Disruption
LONDON and AUSTIN,
Texas, Oct.
21, 2020 /PRNewswire/ -- New energy market entrant,
goto.energy, has grown its customer base by over 200 percent in
just 12 months with the support of Blue Prism's cloud-based,
intelligent digital workforce. The use of this digital workforce,
alongside a core contact team, has enabled goto.energy to maximize
operational efficiencies while delivering fast and consistently
high-quality customer service.
Having been the first UK challenger brand to adopt an
intelligent automation strategy at launch, goto.energy has scaled
its business at speed and is now capable of onboarding more than
500 customers a day. The success of the team's strategy is further
evidenced by the fact that goto.energy has been announced as a
finalist for New Business of the Year 2020, in the Lloyds Bank
National Business Awards.
Customer Experience Illuminates Success
While the
average industry time for managing new customer orders is 21 days,
goto.energy is capable of completing the entire process far more
quickly. Typically, the bulk of new customer applications received
through popular third-party comparison sites is received
overnight. Rather than standard checks being performed by an
internal team the following morning to confirm and finalize the
order, digital workers verify details against multiple databases
overnight. As a result, only exceptions need to be
investigated by the contact center team allowing the business to
process much larger volumes without increasing costs.
The pre-integrated cognitive capabilities of the Blue Prism
Cloud digital workers are also being used to eliminate errors and
delays within the billing cycle. Tens of thousands of meter
readings a month are collected to start the billing process. A
large proportion of these are sent in by email and previously had
to be re-keyed into systems manually. Instead, digital workers are
now reading and extracting the correct information within seconds.
Additionally, errors in the numbers provide trigger communications
back to the customer to help elicit the correct information without
delay.
"By employing a digital workforce, we are changing the day to
day work of our team. Instead of being focused on transactional
activities all day, they now spend an increasing part of their time
investigating anomalies and taking action to respond fast to
customer requests. This is a more challenging and complex role
which our people find more rewarding. It's no wonder our contact
center attrition rate is just five percent when the industry
average is 35 percent," says goto.energy CFO Evan Salway.
Employee engagement in the automation strategy continues to be a
focus for delivering successful outcomes. "We involve all our
employees in the identification and development of new automations
because they have a granular view of where the opportunities for
improvement lie. We put in place a formal process for channeling
ideas into our virtual AI center. Our people are incentivized to
submit valuable ideas, and this allows us to accelerate the benefit
of automation into every corner of our operations," says
Salway.
"goto.energy has created a highly effective hybrid workforce
model. We are excited to be a part of this ambitious team's plans
to deliver a differentiated end to end service to customers
together with our partner, CodeBase8. With the elasticity of cloud
underpinning their digital workforce, we are looking forward to
seeing the business scale new heights," says Terry Walby, Chief Executive, Blue Prism
Cloud.
Follow goto.energy on: LinkedIn; Facebook; Twitter;
Instagram
About Blue Prism
Blue Prism is the global leader in
intelligent automation for the enterprise, transforming the way
work is done. At Blue Prism, we have users in over 150
countries in more than 1,800 businesses, including Fortune
500 and public sector organizations, that are creating value
with new ways of working, unlocking efficiencies, and returning
millions of hours of work back into their businesses. Our digital
workforce is smart, secure, scalable and accessible to all; freeing
up humans to re-imagine work. Blue Prism's vision is to provide a
digital workforce for every enterprise. To learn more
visit www.blueprism.com and follow us on Twitter @blue_prism
and on LinkedIn.
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and Prism device are either trademarks or registered trademarks of
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