Engie optimize performance across multiple customer projects with IFS

Engie, the French multi-national electric utility company, set out to optimize their performance across multiple customer projects via a migration to centralized operations.

They selected IFS for their Customer Engagement platform, which seamlessly meshed together the helpdesk, planning functions and telephony systems; critical to the company’s evolution and growth.

Since deployment of the IFS Customer Engagement platform, Engine have enjoyed:

  • 18% improvement in response rates within the first 6 months alone
  • 25% reduction in rectification payments
  • 28% improvement in planned maintenance performance SLAs
  • £515k cost savings in just 9 months through efficiency savings and penalty reductions

Read more to understand the details of the solution implementation that has helped Engie deliver a clear ROI of their investment in customer service.

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