Customer Story
Challenge: Aquanet S.A. was using an outdated switchboard method that did not provide queuing, call reporting, monitoring or other tools needed for management and successful customer communications.
Solution: Contact center with SAP integration from Sinch Contact Pro
Results: Faster and more efficient communication and resource allocation with a unified customer service solution.
“Timing was a major advantage of the implementation project. The system was ready for production start-up a three months before the scheduled time giving staff time for testing and full training.”
Katarzyna Szram
Sales Director, Aquanet
Aquanet S.A. is one of the leading water supply companies in Poland. It currently serves more than 109,000 customers and nearly 900,000 residents, a number that is consistently growing.
Aquanet used a traditional telephone switchboard system at its contact center for many years, but its needs changed as its operations scaled up. The company aimed to boost customer relations by making communication easier between staff and streamlining the service process. Additionally, they wanted to be able to collect and analyze call data and use it to manage and improve the work of their team.
Comtrust, an SAP system integrator and Aquanet’s implementation partner, knew exactly what solution Aquanet needed to bring value to their customers.
With a solution like Sinch Contact Pro, the only SAP endorsed contact center solution, Aquanet would be able to have the reporting tools they needed and have the benefit of a fast, simple to use, and well-integrated contact center solution. And thanks to its easy integration with SAP Industry Solution for Utilities (ISU), the water supply company knew that it would be stable and efficient.
Together, Aquanet and Comtrust were able to replace Aquanet’s old switchboard system, implement Sinch Contact Pro and integrate it with SAP systems quickly and easily. Because the SAP ISU (sales and information system that supports utility and waste disposal companies) screen is embedded into the contact center system, all the data is transferred between the systems smoothly and is easily accessible by users. Five departments were connected to the single contact center solution: the customer service department, the debt collection department, the technical department, the water meter management department, and the billing department.
“Timing was a major advantage of the implementation project,” says Katarzyna Szram, Sales Director at Aquanet. “The system was ready for production start-up a quarter before the scheduled time. This gave staff time for testing and full training.”
Through working with Sinch and Comtrust, Aquanet now provides faster customer service. With the SAP ISU-contact center integration, agents don’t have to switch between systems or ask customers too many questions to provide efficient support. It can also use its new reporting tools to analyze calls and improve support for customers, as well as provide employees with a more comprehensive support tool. The recording feature helps to manage the quality of service and allows evaluation of consultant skills.
Resources can now be allocated based on contact data and allow Aquanet to better manage teams and call traffic rates. Shortly after the new contact centre system was introduced, Aquanet found that fully 80% of customer calls were resolved at first contact, with no further calls needed for additional support. This has resulted not only in a more efficient service team, but also increased customer satisfaction.
“During conversations with staff, customers praise and appreciate the consultants’ knowledge of the customer and the matter they are calling about,” says Katarzyna. “Along with the connection, a customer card in SAP with all the data is displayed on the employee’s screen and the entire contact history is displayed in Sinch Contact Pro. We’ve noted shorter call times, as the employee does not have to ask the customer about the information they have on the screen. The fact that the customer can close the case at the first contact by speaking to one person, rather than having to contact different departments on different telephone numbers themselves, speak to several people, and repeat the reported problem each time is extremely important.”
Learn more about Sinch Contact Pro here.
