{"id":22296,"date":"2021-05-26T15:45:27","date_gmt":"2021-05-26T20:45:27","guid":{"rendered":"https:\/\/www.openintl.com\/ambienteTrabajo2\/?p=22296"},"modified":"2022-09-22T14:56:40","modified_gmt":"2022-09-22T19:56:40","slug":"improving-customer-service-with-intelligent-routing","status":"publish","type":"post","link":"https:\/\/www.openintl.com\/ambienteTrabajo2\/improving-customer-service-with-intelligent-routing\/","title":{"rendered":"Improving Customer Service with Intelligent Routing"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"22296\" class=\"elementor elementor-22296\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-3c34123e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-eae-slider=\"7644\" data-id=\"3c34123e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-442b4d41\" data-eae-slider=\"70898\" data-id=\"442b4d41\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-325dcffa elementor-widget elementor-widget-text-editor\" data-id=\"325dcffa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-22297\" src=\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing.jpg\" alt=\"Improving Customer Service with Intelligent Routing\" width=\"600\" height=\"803\" srcset=\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing.jpg 800w, https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing-224x300.jpg 224w, https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing-766x1024.jpg 766w, https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing-768x1027.jpg 768w, https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2021\/05\/infographic-improving-customer-service-with-inteligent-routing-350x468.jpg 350w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/h2><h2 style=\"font-size: 28px;\"><strong>1. Service Requests<\/strong><\/h2><p>It all starts when customers make\u00a0requests\u00a0through\u00a0different\u00a0channels:\u00a0CSS portals, chatbots,\u00a0VPAs or just by contacting the\u00a0service center. These requests can\u00a0be related to the acquisition of\u00a0new products and services or fixing\u00a0issues related to the customer&#8217;s\u00a0current services.\u200b<\/p><h2 style=\"font-size: 28px;\"><strong>2. Self-service and Digital Channels<\/strong><\/h2><p>To solve customers&#8217; requests, utilities\u00a0have different alternatives. Some\u00a0requests\u00a0are solved immediately\u00a0via\u00a0chatbots, VPAs, CSS portals or other\u00a0digital channels. Other times,\u00a0service\u00a0representatives can\u00a0handle the requests\u00a0and give prompt solutions and answers\u00a0to customers.\u00a0In some cases, it is\u00a0necessary to create work orders for\u00a0technicians to solve issues on the field.\u00a0In these situations, different messages\u00a0and proactive notifications are sent to\u00a0customers to keep them well informed\u00a0about jobs to be executed.<\/p><h2 style=\"font-size: 28px;\"><strong>3. Scheduling<\/strong><\/h2><p>Field service activities should be\u00a0performed when\u00a0the\u00a0customer feels\u00a0its most convenient. Therefore,\u00a0the\u00a0utility scheduling process should be\u00a0flexible and allow the utility to assign\u00a0tasks based on appointments\u00a0previously made and customers&#8217;\u00a0preferred time frames. It is also\u00a0important to\u00a0consider that\u00a0unexpected events can occur at any\u00a0time and\u00a0need to be handled ASAP.\u200b<\/p><p>In addition, having coordination of\u00a0materials and necessary tools is also\u00a0leads to\u00a0excellent scheduling.\u200b<\/p><h2 style=\"font-size: 28px;\"><strong>4. Resource Planning<\/strong><\/h2><p>The distribution of orders and crew\u00a0activities\u00a0takes into account\u00a0several factors,\u00a0including the availability of resources to\u00a0serve all\u00a0customers and fulfill all\u00a0commitments. At this point, proactive\u00a0notifications are also sent to customers\u00a0giving them additional information about\u00a0tasks that are going to be performed.<\/p><ul><li>At this point of the journey,\u00a0intelligent routing creates the\u00a0most efficient routes for the\u00a0crews to follow. These paths\u00a0include the best way and time\u00a0to pick up necessary\u00a0materials\u00a0without delaying\u00a0the arrival time.<\/li><\/ul><h2 style=\"font-size: 28px;\"><strong>5. Uberization<\/strong><\/h2><p>At this stage, customers now\u00a0know the necessary information\u00a0and status about their orders,\u00a0including the precise time of the\u00a0crew arrival. Through additional\u00a0proactive notifications,\u00a0customers can visualize the\u00a0technicians&#8217;\u00a0location on a map as\u00a0well as their progress along the\u00a0route. Other communication\u00a0options such as chat,\u00a0calls,\u00a0or\u00a0order rescheduling\u00a0are\u00a0also available for customers,\u00a0offering them personalized\u00a0services.\u200b<\/p><ul><li>At this point of the journey,\u00a0intelligent routing\u00a0allows\u00a0utilities to provide\u00a0reliable\u00a0Estimated Times of\u00a0Arrival (ETAs) to customers,\u00a0which together with other\u00a0proactive notifications have a\u00a0positive impact on their\u00a0satisfaction.<\/li><\/ul><h2 style=\"font-size: 28px;\"><strong>6. Service Granted<\/strong><\/h2><p>Customers\u2019 requests are\u00a0successfully handled when the\u00a0technicians perform all the\u00a0required tasks and the issues\u00a0presented get solved.\u200b<\/p><ul><li>At this point of the journey,\u00a0intelligent routing empowers\u00a0utilities to assign the right\u00a0technician with the right tools\u00a0at the right time,\u00a0enhancing\u00a0customers&#8217;\u00a0experiences while optimizing resources to\u00a0improve\u00a0operational efficiency.\u00a0<\/li><\/ul><h2 style=\"font-size: 28px;\"><strong>7. Magnificent Service<\/strong><\/h2><p>Possible gaps between customers\u2019\u00a0expectations and their\u00a0utility&#8217;s\u00a0performance can be\u00a0reduced when\u00a0offering an excellent field service\u00a0enhanced by intelligent routing. The\u00a0main CSAT indicators including\u00a0Customer Experience (CX) and\u00a0Customer Engagement levels are\u00a0boosted in a significant way.<\/p><ul><li>At this point of the journey,\u00a0intelligent routing encourages\u00a0utilities to maximize their\u00a0resources and make the most\u00a0out of technologies like AI to\u00a0provide the best experience even\u00a0when fixing issues or executing\u00a0field service activities.\u200b<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-cfbfad7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-eae-slider=\"43670\" data-id=\"cfbfad7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d262315\" data-eae-slider=\"24279\" data-id=\"d262315\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0d9a85e elementor-button-info elementor-mobile-align-center elementor-align-left elementor-widget elementor-widget-button\" data-id=\"0d9a85e\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/app.openintl.com\/whitepaper-desmystifying-ai\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">DEMYSTIFYING AI FOR THE UTILITY INDUSTRY<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Requests &#8211; Self-service and Digital Channels &#8211; Scheduling &#8211; Resource Planning &#8211; Uberization &#8211; Service Granted &#8211; Magnificent Service <\/p>\n","protected":false},"author":89,"featured_media":22299,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[60],"tags":[1473],"class_list":["post-22296","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-articles","tag-industry-articles","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-33"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.4 (Yoast SEO v27.1.1) - 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