A British utility had a customer service problem: Customers who questioned their bills had to navigate a tedious process to handle the complaint. They had to contact the company to schedule an appointment for a worker to visit their home to re-read the meter, a reading that was then fed into the corporate system that would later generate a new invoice.
Start to finish, the process took about a month — and, not surprisingly, created a number of unhappy customers.
Utility executives saw an opportunity to do better.
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(Insider Story)
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Source: News