Manage Multiple Sources from One Application

eRespond has been designed to allow utility companies to manage its many customers be they domestic metered customers, industrial and commercial users or public service users. We have long realised that the number of customer contact points for a typical utility company is many and varied.

In designing eRespond to suit your everyday business needs and challenges, we took time to incorporate a range of functional attributes which allow the user to handle multiple calls, from different sources on varied requirements. We have produced a software solution that gathers together data from these exchange points to produce meaningful outcomes for decision-making, resource allocation and action.

Features

Customer Contact Cycle

The eRespond system begins its cycle of activity with a telephone call from a customer reporting a fault.

This information is automatically collated and checked through a series of procedures that enable efficient and accurate processing of the call. Easy access to this information enables customer services staff to respond with up to the minute information, such as the expected restoration time, the scale of the problem and resource progress.

Where a fault has been inferred by eRespond, subsequent callers need not speak to a customer service agent but can be handled directly by IVR (interactive voice response).

In cases where the IVR doesn't fully deal with the call, the system provides standard dialogue management. This will prompt the call taker to ask the most relevant questions for the specific type of call being taken.

Comprehensive validation and checking takes place to ensure speedy call handling and concise information gathering.

Customer Contact - Trouble Call Screen

Detailed Customer Information

A high level of information is extracted from the customer with the minimum amount of effort.

Word processing functionality allows an unlimited amount of textual information to be entered against each job. For example, to provide road directions for the resource attending the problem.

Furthermore, the mapping spatial data function allows these directions to be presented to work crews visually to ensure speedy response times – this becomes of even more benefit during a storm or incident situation where the crews are already deployed in the field and are required to move speedily from one location to another – without reporting back to head quarters.

eRespond's efficiency and feedback provides the customer with reassurance that the problem is being dealt with effectively, thereby dramatically improving customer satisfaction and confidence.

Call Handling

Comprehensive call management including:

Interactive Voice Response(IVR)

Automatic handling of customer calls, while providing up to-date fault information through the following: