Hydro Texaco’s communication is totally energized with Solidus eCare™ in combination with Mobile Extension.
Hydro Texaco A/S is one of Denmark’s largest energy companies with more than 3,000 employees. The company has an annual turnover of more than Euro 1 billion. Hydro Texaco has today optimized its customer service by incorporating Solidus eCare™ in their operations. The company’s forward thinking culture is reflected in the fact that they were the first company to have ‘live’ chat included in their Contact Center. Hydro Texaco is also one of the first companies to install Mobile Extension in combination with their Contact Center.
The challenge
The overriding ambition at Hydro Texaco was that their customers should be looked after as efficiently and as professionally as possible. This meant that agents had to be fully prepared to accept and handle each and every customer contact as best possible. There were days when the company would receive so many calls that it was impossible for agents to keep up. Calls would go unanswered and the stress level at the contact center would be destructively high. Their high standards of service and quality also meant that Hydro Texaco was not just looking for any contact center but one that allowed customers to use the mode of contact that they preferred – be it telephone, chat via the web interface or e-mail.
The solution
There was only one choice as far as Hydro Texaco was concerned: The Solidus eCare™ contact Center in combination with Mobile Extension. Solidus eCare™ Contact Center is a multimedia solution offering live chat and e-mail communication as new growth areas. It has the advantage of operating with open standards and can be integrated to almost any system. At Hydro Texaco, it is connected to the existing IBM system AS/400.
The ingenuity with the Solidus eCare™ Contact Center is that all enquiries are routed via the same intelligence, which takes care of coordinating, prioritizing and managing the enquiries to agents with matching qualifications. At the same time, since the enquiry is received via telephone, chat or e-mail, the agent is given all relevant data. The AS/400 system immediately identifies the A-number and finds the relevant data, not surprisingly, since the system has a recognition rate of 75%. Moreover, it is possible to enter more than one phone number per customer in the AS/400.
The combination of Mobile Extension with the Solidus eCare™ Contact Center makes it possible to employ agents to work at home via a fixed telephone connected to the system. These agents are 100% integrated in the Contact Center’s facilities and as such are capable of functioning on an equal level with the agents at the main center.
The reward
The new Solidus eCare™ Contact Center enables Hydro Texaco to respond to more enquiries every day, thus offering a more efficient service. Agents can serve each customer more purposefully and individually and are able to concentrate more fully on sales and service functions. All in all, the resources required to deliver the high level of quality service offered to customers has been greatly reduced. Hence, Hydro Texaco has managed to reduce their operational costs and increase the return on investment.
Everyone in the company is now logged on all the time. The intelligence in Solidus eCare™ connects the relevant employees so that enquiries are directed to the right people and this is proving to be of great advantage to the company.
On an average, Hydro Texaco now answers approximately 2,500 calls daily. By increasing the number of calls, the company has also put more focus on its sales, as the agents can now match most enquiries with Hydro Texaco’s own products.
Hydro Texaco perceives Solidus eCare™ as an effective management tool that is at the same time an efficient means for agents to feel secure since it helps them in their daily work. The gauges are quality and not quantity and therefore employees do not feel like they are being monitored.
Now Hydro Texaco finds that since agents are presented with all the information they need straight away on the screen, it makes for a lot less strenuous and more enjoyable working. It is also a lot more fun for the agents to be able to work with different channels, in the sense that they are not restricted to just answering calls, but can also chat and e-mail. Added to this, agents can work from home if they so desire and the satisfaction derived from all these factors is more than evident in the pleasant and highly motivated atmosphere at the workplace, and the high retention rate of Hydro Texaco’s agents.
