Fortum’s costs for customer service decreased more than 25%
In a deregulated market, customers can freely choose their supplier. In order to be competitive, companies must provide tailored offerings in a cost-efficient and process-oriented manner. When customers are evasive, it is important to treat them as individuals.
Fortum needed a new and modern customer management and billing system to improve its customer service and streamline billing routines, while still meeting performance demands for automatic reading of energy consumption.
Since 2006, Fortum in Sweden has been using Tieto CAB (Customer and Billing) – a customer management and billing service that is used by more than 20 other Nordic energy companies. Integrated with business process, CAB is highly automated and scalable to build and manage customer relations, which enables Fortum to attract and retain customers on its terms.
At Fortum, CAB has contributed to tangible and measurable improvements with increasing numbers of satisfied customers and efficiency gains.
Customer service is constantly improving. More than 90 percent of the approximately one million telephone queries per year are now resolved during the first call.
Customer service is becoming increasingly automated. More and more customers are choosing self-service by phone (automated response) or the Internet (“My Account”), which is accessible around the clock. Customer service is becoming increasingly cost-effective. Through efficiency measures, costs for customer service have fallen by more than 25 percent.
Results in brief:
- High performance
- Business control
"The entire energy market is facing major challenges that require IT support, experiences from other branches such as banks and telecom branch, and Nordic collaboration." - Peter Strannegård, Head of Customer Services, IT and Process Development Fortum, Electricity and Distribution Division