Smarter Energy Line Software |
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Presented by Pacific Gas and Electric |
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Summary: Pacific Gas and Electric Company's "Smarter Energy Line" receives more than 150,000 calls a year from customers requesting information on over 25 utility-sponsored energy efficiency programs. Viewtech developed a telephone center software system call ProTrack™ that has helped achieve a 63% increase in center productivity. The system also helps ensure that consistent program information is presented to customers. Challenge: In 1992, Pacific Gas and Electric Company (PG&E) consolidated six different energy efficiency program toll-free telephone lines into one "Smarter Energy Line" telephone center. PG&E hired a vendor to develop a computerized tracking system to log customer calls and allow for future program marketing opportunities. When the system developed by the vendor failed to meet PG&E's needs, the center's productivity was impaired. Process: In March 1993, PG&E contracted with Viewtech to perform an extensive time management and operational efficiency study. Viewtech recommended several operational changes that PG&E implemented immediately. Viewtech also suggested specific changes to the database system. Teaming with Dakota Enterprises, Viewtech designed a new system to resolve the center's inefficiencies. The new system called ProTrack™ was placed on-line in June 1993. Protrack™ is a multi-user, relational database tracking system. The system incorporates separate modules to track all inbound customer calls as well as to schedule seminars in PG&E's Energy Center. Consistency in program information is achieved through on-line technical help and reference screens, and a central customer fulfillment module. Here's how ProTrack™ works. When a customer calls the Smarter Energy Line, the telephone representative accesses the customer's account information through PG&E's mainframe computer system. Using a specially-designed system interlink, all necessary customer information - name, mailing address, telephone, account number, billing history, etc. - is transferred directly into the telephone center system. This eliminates any additional typing and possible data entry errors. The link also determines in which of the 25 PG&E divisions the customer resides, a factor that can affect program eligibility. The representative then selects the program that the customer is calling about from a pull-down menu. Also, the representative asks where the customer heard about the program and selects the response from the system's listing of recent advertisements and promotional activities. Details on energy efficiency programs are presented in outline form in a series of computer screens. Related programs are bundled together to prompt representatives to recommend other, similar utility programs during the conversation. For more detail on technical issues or eligibility requirements, the representative needs only to highlight a particular topic or word and click a button for more information. The system also provides the name and phone number of the customer's nearest PG&E account Service Center for local assistance. After the conversation ends, the representative completes several comment screens and selects the appropriate follow-up materials from an on-screen "catalog" of PG&E literature. The call results and recommendations are routed to a central fulfillment center where clerical staff package the necessary response. The system prints a personalized thank-you cover letter with the name and scanned signature of the telephone representative. ProTrack™ even prints the mailing label - unless the customer prefers a response by fax, and then the system generates the fax cover sheet. If appropriate, the system also sends all follow-up details to the customer's local PG&E Service Center through the utility's existing fax and e-mail services. Viewtech's system solution provides a variety of management reports in both graphic and linear styles. The reports track call volume trends and the results of specific promotional campaigns. An export feature allows data to be extracted in seven different formats for distribution to PG&E's market research and other departments. Results: The Smarter Energy Line receives more than 150,000 calls per year from customers requesting information on over 25 utility-sponsored programs including: rebates, seminars, energy analysis service, and product information. Viewtech has helped PG&E achieve a 63% increase in telephone center productivity over the previous system. Plus, customer satisfaction survey results show over 85% of the customers served rate the center extremely helpful, knowledgeable and customer-focused.
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