Success Story -
Badenova Transcom
How to stay in control of customer service as contact volume increases?
Reachability increases despite exceptional demand peaks at energy supplier Badenova
In view of the current energy and climate crisis – and with the Ukraine conflict in the background – energy provider Badenova, in cooperation with its partner Transcom, has focused on its customers’ and prepared for increasing service demand with the help of virtualQ. Using virtualQ peak management significantly increased reachability.
Download the entire Success story of Badenova and virtualQ
Challenges
- Due to the energy crisis, the energy supplier Badenova is facing a contact rush from its customers.
- Extreme request peaks see increases of 35% more
- Intraday peaks sometimes hit 60%+
- Due to shortage of skilled workers, staff fluctuation becomes an issue
- Unpredictable press releases from the German government on the gas storage levy increase contact volume
Goal
- The high standard of service for which Badenova stands is to be maintained
- The high number of lost calls is to be reduced
- Call peaks are to be better managed in order to relieve employees in the service department
- Redialing is to be reduced or even eliminated
- Due to external circumstances a fast and nevertheless reliable implementation is required
Result
- In the first step, 5,000 callbacks per month were handled via virtualQ
- The recall rate has increased to 87% with virtualQ in the first step
- On introduction, lost calls were reduced by 5% – despite additional volume
Effective finding of solutions through collaboration
A recurring issue that the service experts at Transcom and Badenova had to face was demand peaks. Especially after holidays, the volume increased by up to 35% and intraday peaks by up to 60%. To manage these rushes, Transcom’s internal digital innovation manager was brought in and a project to manage demand peaks was implemented with virtualQ.
Challenging and complicating conditions for the energy industry due to the energy and climate crisis
Since the beginning of 2022, the energy industry has been put to the test by the energy and climate crises and by the Ukraine war. In addition, there are staff fluctuations, especially during Covid waves, with high levels of sick leave and shortages of skilled workers. These conditions make the task of putting the customer first and providing good customer service even more difficult.
virtualQ for a sophisticated goal in BKK Linde customer service
The cooperation between Transcom, Badenova, and virtualQ was described as constructive and proactive. Just four weeks after kick-off, the project went live and, for many staff involved, it felt as if they were sitting together in the same office. All three partners shared a common motivation: their willingness to innovate and their high customer service standards.
