Major UK Energy Company

Customer
Success Story

Opportunity

Region
EMEA

Solutions

Verint®
Operations Manager™*
Verint Operational
Management Processes

Industry

Energy / Utilities

A leading UK energy company sought to improve the customer experience, reduce
its cost-to-serve, and become a top-ranked utility company in the UK. With morethan 10,000 staff serving 6.5 million households and businesses across the UK, this wasan ambitious endeavor.
The energy company initiated a Customer Transformation Program (CTP), which had
three main work streams: Leadership and Development, Operational Excellence, andEnd-to-End Customer Journeys. One of the key areas identified for improvement wasworkflows in the back office. The organization realized it needed to provide real-time
information to all levels of management to monitor and improve productivity against
customer demands and operational efficiency.

Solution
The energy company selected Verint Operations Manager and Verint operational
management processes because the solutions provided not only the right technology,
but also the consultative support needed to ensure incorporation of best practices within
its operations. In particular, Verint Operations Manager provided three key capabilities:• S trategic planning and forecasting;• Real-time work management; and• Reporting and analytics.

• 30% improvementin productivity.

Verint operational management processes training gave the energy company a best practicemanagement framework to coach and challenge managers to better understand workloads
and balance these with the resources available. The framework ensured that the learning
gained became practice and that the required activities and behaviors cascaded through theorganization to deliver real impact.

• A substantial
reduction in overtime.

Benefits

Results

With Verint Operations Manager, the energy company was able to:• Identify spare, short-term capacity across business functions;• Q uantify the volume of work;• G ain real-time visibility into outstanding work; and• C lear backlogs and meet SLAs.
* Solution formerly known as Work Manager.

“Thanks to Verint Operations Manager, agents are able to provide
accurate real-time information on the status of customer enquiries.
This enables us to better manage customers’ expectations of
their end-to-end journey, and has helped us improve the overallcustomer experience.”– Senior Operational Manager, Major UK Energy CompanyThe organization now has a tangible skills matrix in place toaid skills utilization, resulting in more effective multi-skilling
across sites according to business needs. The energy
company is now able to share resources across functions more
effectively, completing work much quicker than before. For
example, in one department, work is being completed in arecord-breaking time of 2.1 days versus the previous four days.
Investing in training and coaching team managers resulted
in consistency in the management of work, resources, andperformance across the business. The framework promotes
improved communication, enabling staff and managers
to fully understand the wider context of what they were

The energy company’s target was to increase productivity
by 20 percent while maintaining the same workloads andresources. The actual benefit realized was 30 percent
improvement in productivity, while also reducing overtime.
The visibility into workload and activity status not only
helped the company improve operational efficiency, but
customer experience as well. Because requests in theback office are completed faster, front-line agents are
now able to answer customer status enquiries in a timelier
manner. In addition, increased productivity enabled staff
to focus on other customer improvement initiatives.

doing. In turn, the business has seen a shift from a ”siloed”
workforce to a ”team of teams.”

Learn more atwww.verint.com

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