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Utilities
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In utilities and
field service organizations, customer service
has some additional challenges. A customer
reporting a gas leak or power outage needs
to get through to an agent quickly at any
time of day. And, it is not just the speed
of response that is challenging; any inquiry
that results in a field service visit has
a high cost associated with it. Organizations
need to ensure the right technician makes
the visit properly briefed and, wherever possible,
with the right parts and equipment so that
the issue can be resolved during the visit.
 Case
studies
Press clippings
Industry
challenges and eGain solutions
High cost of field engineer visits
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| Avoiding
the high cost of unnecessary call-outs
is a key business priority. |
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eGain
has worked with leading organizations
to deliver agent knowledge bases that
dramatically reduce unnecessary field
engineer visits through application
of best practice customer handling. |
Call screening and qualification
| Accurate
call screening by agents is crucial
to assessing the validity, severity,
and priority of the inquiry. Gathering
the information to make any follow up
or visit effective is key to the end-to-end
service costs. |
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eGain
has worked with large utilities companies
to deliver knowledge base solutions
that enable agents to rapidly diagnose
technically complex inquiries with minimal
training. |
Opportunities for upsell and cross-sell
| Effective
qualification and assessment at the
first point of contact can lead to opportunities
for revenue generation through sales
of additional services. |
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eGain
has implemented many enterprise knowledge
bases that guide agents through the
process of validating entitlement and
offering enhanced services where appropriate. |
Complex processes
| Complex
support processes need to be consistently
followed and accurate records of customer
contacts captured. |
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eGain
has worked with a number of organizations
to set up integrated solutions that
help to resolve customer inquiries ranging
from billing and loss of supply to safety
issues. |
Consistent, accurate levels of service
and support
| Customers
expect to receive consistent levels
of service whenever they make contact
and whichever channel they use. |
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eGain
has helped leading organizations set
up multichannel interaction hubs with
consistent service levels and a common
knowledge base across channels. |
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