Ecotricity

Customer
Success Story

Opportunity

Region
EMEA

Solutions

Verint® Workforce
Management™
Professional for Salesforce

Ecotricity was founded in 1995 as the world’s first green energy company. It is also,oneof the greenest energy companies in Britain, supplying 100 percent green electricity andfrack-free gas to over 200,000 customers. Ecotricity operates a unique model. It uses its
customers’ energy bills to fund the building of new sources of green energy. The company
refers to this as turning “bills to mills” — transforming energy bills into windmills.
In the beginning, Ecotricity relied on spreadsheets for forecasting and scheduling. A lotof time was spent analyzing and fixing problems, and the organization could not track theactual performance of its contact center. Realizing the spreadsheets had reached theirlimits, Ecotricity sought a solution that would help it better serve customers and automate
forecasting and scheduling.

Solution
Ecotricity required workforce management software that could meet its current and futureneeds. Spreadsheets weren’t meeting its needs, so when looking into vendors for workforce
management, the company wanted a solution that would incorporate superior technologies
and services to exceed its expectations.

Industry
Green Energy

Results• Administrative time
reduced by 67%.
• Improved adherenceby 10%.
• Reduced after-callwork by 29%.

Ecotricity looked for a cloud solution that could easily integrate with different systems,
especially Salesforce, which it had recently implemented. Ecotricity wanted a system thatwould allow it to track performance as well as provide actionable insights for significant
improvements. Further, a simplifed framework that would put together these services inaneasy-to-use method was important for a faster and smoother integration.
Verint® Workforce Management Professional™ for Salesforce stood out due to its tight andunique integration with Salesforce and its flexibility in the cloud. It would allow Ecotricity
to truly understand handle time and volume in Salesforce. The ease of use of the solution
was also extremely important, as not everyone on the Ecotricity team had experience withworkforce management software. Finally, Ecotricity was able to use the data collected tosee where problems were occurring in its contact center and make the appropriate changes,
providing training or other tools needed to optimize its workforce.

We needed workforce management software that would fit both
our current objectives and some important developments ahead.
Verint Workforce Management Professional for Salesforce hashelped us better manage these processes, delivering better
than predicted results. We can now focus more time on offering
better service to our customers, rather than spending time
managing our schedule.
– Nick Benzie, Resource Planning & Reporting Manager, Ecotricity

Benefits• Greater knowledge of which areas directly affect thecustomer experience.

After Ecotricity selected Verint Workforce Management
Professional for Salesforce as its workforce management
vendor of choice, it saw benefits in the following areas:• Reduced administrative time to develop schedules
from two to three hours per week to only one hour.
• Automatic approval of 85 percent of holiday requests.
• Greater amount of administrative time spent on
proactive work.
• Increased adherence by 10 percent since implementation,equivalent to 20 minutes per person per day.
• Reduction in wrap-up time (the time spent by an agent
doing after-call work) from 3 ½ minutes to 2 ½ minutes.
• Better management of call volume peaks.
• Reduction in agent idle time equivalent to two FTEs,
because of more effective scheduling and managementof peaks.
• Clearer understanding of individual performance froman analysis of various fields in employees interactions.

• Incorporation of gamification to help stimulate and motivate staff.
• Use of a system that allows more flexibility for work, such as hours,
shift swaps, and support for a work-at-home model.
• Enhanced ability to track, manage, and enhance employeeperformance.
• Use of a continuous loop, data-driven process, to set andcommunicate goals across the organization.
• Regular measurement of performance against data to makecorrections as needed based on actionable insights.

Part of Verint Customer
Engagement Cloud Platform
Verint Workforce Management Professional is part of apatent-protected portfolio of cloud solutions for building
enduring customer relationships. With a full set of solutions
for digital-first engagement, Verint helps the world’s most
iconic brands efficiently connect work, data, and experiences
to consistently deliver differentiated experiences at scale.

• Faster access to learning and coaching tailored toemployee needs.

Learn more about
Verint Customer Engagement Solutions atwww.verint.com/engagement• Integration of a process for managing performanceacross multiple areas of the business.

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