Enhancing the Customer Communication Experience by Revamping Your Phone System

摘要

Parker Water and Sanitation District is a rapidly growing provider of water and sanitary sewer services in the southeast Denver Metropolitan Area. As a result of the rapid growth, Parker Water found that many of its existing business systems and processes which had worked well when the District was an outlying, local provider of services were no longer working well as it expanded into a sizeable provider with regional significance. From an assessment of existing business services, one of the most basic, but integral customer service systems - the phone system - was found to be outmoded. By addressing this elementary, but crucial method of providing customer service, Parker Water and Sanitation District was able to develop an enhanced system which not only addressed needed improvements in the quality of service provided, but also became a driver for improved workflows and internal communication, and emerged as a useful tool for gathering business intelligence. Over the course of this phone system enhancement project, obstacles regarding system integrations and service applications for the improved product were overcome with solutions derived from effective teamwork and the determination of skilled professionals. After a comprehensive evaluation and development process, Parker Water achieved the successful implementation of a considerably enhanced, but cost-effective phone system which enriched the utility's service experience. Since revamping its phone system, Parker Water has realized access to a range of business and customer interface intelligence, and has achieved a customer call satisfaction rate which consistently runs over 99%.