Case Study: Electricity and Gas Retailer

1
Case Study Electricity and Gas Retailer
A generator and retailer of electricity and gas
to the commercial, industrial, and residential
markets, partners with Sitel to overcome debt
recovery and future fuel supplies availability
challenges through centralized customer care.

• Objective
• Meet growing fuel requirements in environment
  where domestic gas reserves are declining
• Increase recovery of debt
• Decrease costs
• Create economies of scale
• Sitel Solution
• Provide end-to-end front and back-office support
  for 600,000 residential customers and 5,000
  industrial customers
• Results
• Created positive customer-focused reputation
• Reduced customer complaints and increased
  satisfaction levels
• Reduced resolution time by 10
• Enhanced ability to gain market share
• Decreased cost of delivery by over 30
• Improved service levels resulted in decreased
  churn by over 70

CLIENT QUOTE
Sitel has shown it has a positive worldwide
track record for the delivery of service. Working
with Sitel has helped us reduce costs and enhance
our brand image in the marketplace.
2
Contact Center Services

• Customer Care (227 FTE)
• Support residential and business consumers
• Sales and acquisition
• Campaign management
• Outbound/inbound care
• Billing, moving, credit, fault
• White mail, fax and email
• Complaint resolution
• Annual Transactions
• 1.35M inbound calls
• 0.19M outbound calls
• 0.15M transfer calls
• 675M customer interaction seconds

3
Back-Office Management

• Back Office (103 FTE)
• Credit collection for customers up to 60 days
  overdue
• Customer connection program for new site
  installations
• Customer switching process
• Transfer customer files to/from competing energy
  retailers
• Bill production
• From receipt of meter reading detail, edit and
  deliver data to mail house for printing/delivery
• Payment and reconciliations
• Allocate payments to accounts from bank files and
  agencies
• Account reconciliations and sub-GL reporting
• Price change implementation
• Change customer tariffs within CIS platform
• Annual Transactions
• 1.4B in revenue touched by back office
• 5.7M payments
• 1.0M credit transactions (stage 1, 2, 3)
• 6.5M invoices

4
Technology Solutions/Systems

• Change Management / Business Assurance (16 FTE)
• Project management
• Business analysis of process and software
  requirements
• Systems development
• Technical and UAT testing and operational release
• Business process re-engineering
• Billing System Management (10 FTE)
• Hosting of CIS system
• Application management Gentrack CIS platform
• Other application management

5
RESULTS Key Performance Indicators

6
Improvement Initiatives

• First Call Resolution
• Reduce cost of service and generate enhanced
  customer outcomes
• Data mining analysis in conjunction with
  Auckland University
• TM, SCSP, CSP culture, training, bonus targets
• Technology CTI, IVR, Txt
• Meter-to-Cash
• Smarter editing validations tackle real
  exceptions
• Believe the contractor re-visits reduced
• Specialized bill investigation stream
• Estimated annual improvements of 1M
• Human Capital
• Develop positive work culture and employment
  image
• Launch innovative ideas to attract talent in
  tight labor market
• Explore alternate labor markets (NZ and
  Philippines)

7
Comprehensive Back Office Services

• IT Systems
• Change Management / Business Assurance Project
  Management
• Analysis of Process and Software requirements
• Systems Development
• Business Process Re-engineering
• Billing System Management
• Hosting of CIS System
• Application Management Gentrack CIS Platform

IT Systems

• Back Office Services
• End-to-end front and back office services
• Customer New Connection program for
  Electricians/Builders and Gas/plumbers require
  new site installations
• Customer Switching Process
• Bill Production of Residential, Business and
  Major Customers
• Payment and Reconciliations
• Pricing Change Implementation
• Inbound white mail, fax and email correspondence

Back Office

• Contact Center Services
• Outbound and Inbound Sales and Acquisition
• Approximate annual transactions 1.5 million
  Inbound Calls, 0.2 million Outbound Calls
• Outbound and Inbound Customer Care for
  Residential and Business customers, including
  Billing, Moving, Credit, Fault Calls
• Complaint Resolution of Business and Residential
  Customers
• Credit collection program for overdue customers

Contact Center