THE CHALLENGE
Ovo Energy had achieved impressive growth, acquiring over a million customers in its first seven years (it has now surpassed 5 million). The challenge was to implement a Service Cloud solution during this period of hyper-growth, while maintaining their award winning customer satisfaction levels.
THE SOLUTION
Under extremely ambitious timescales we helped Ovo Energy to not only move their 1,000 person strong contact centre onto Service Cloud, we also migrated all operational teams, including over 50,000 in-flight cases.
This involved numerous innovative streams of work, all delivered at breakneck speed, including integration with their voice platform for calls, managing identification & verification and integrating with an IT Support system.
Within six months Service Cloud was managing over 4,000 support requests a day and helping Ovo Energy maintain its enviable customer service track record, being the only Which? Recommended Provider.
We also introduced a system for consuming and processing high volume switch requests from third party switching sites, pulling out exceptions for manual processing within the sales team, helping support a hyper-growth phase for this challenger brand.
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