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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