Streamlining customer service communications: Refreshing Aquanet S.A.’s contact center system

CUSTOMER STORY

We spoke with Katarzyna Szram, Sales Director  at Aquanet, and Sebastian Tur, Technical Director  at Comtrust, SAP implementation partner, about how changing Aquanet’s contact centre from a switchboard model to a modernized customer service directory positively impacted their customer experience and support operations in Poland.

Overview

Challenge: An outdated switchboard method that did not provide queuing, call reporting, monitoring or other tools needed for management and successful customer communications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

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.

Challenge: Modernizing a complicated customer service center and deliver omnichannel customer support.

Aquanet used a traditional telephone switchboard system as its contact center for many years, but its needs changed as its operational scale grew. The company aimed to enhance customer relations by facilitating easier communication with 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, as SAP system integrator and Aquanet’s implementation partner knew exactly what criteria solution needs to meet to bring value to Aquanet and their customers.

Solution: Transitioning to Sinch Contact Pro

They knew that, with a solution like Sinch Contact Pro, the only SAP endorsed contact center solution, they 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.

Aquanet knew it wanted to use Sinch Contact Pro because of its ease of integration with SAP ISU (Industry Solution for Utilities) and the knowledge 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. 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 smootly and is easy accessible by users. Five departments were connected in 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,” said Szram. “The system was ready for production start-up a quarter before the scheduled production start-up time. This gave staff time for testing and full training.”

Result: One standardized, full-service contact center for both employees and customers with faster time to resolution.

By working with Sinch and Comtrust, Aquanet can now provide faster customer service because contact center is integrated with SAP ISU and agents don’t have to switch between systems or ask customers too many questions to be able to provide them support.  Additionally, it can use its new reporting tools to analyse calls and improve support for customers, as well as provide employees with a more comprehensive support tool. The calls recording feature gives the opportunity 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,” said Szram. “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 note the shorter call time, 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.