Customer Success Story
Empowering a Northeast Utility Company: A Decades-Long Partnership with TSI
Since 1998, TSI has forged a robust and enduring partnership with a Northeast Utility Company, working tirelessly to support their mission of delivering reliable services to customers while navigating complex regulatory challenges. This case study delves into the challenges faced by this utility company, the innovative solutions provided by TSI, and the remarkable results achieved through this long-standing collaboration.
The Challenge
As a public utility company, our partner faced stringent regulatory oversight and a constant need to enhance operational efficiency. One of the initial challenges was to streamline their processes to reduce handling times and minimize regulatory complaints. Additionally, they needed to improve collections and customer service while complying with low-income rate reduction assistance programs and seasonal grace periods.
The Solution
TSI embarked on a journey to provide innovative solutions to meet our partner’s evolving needs. Key solutions included:
- Systems Integrator Tool: TSI introduced a cutting-edge Systems Integrator tool that consolidated data into a single interface, eliminating the need for multiple screens. This innovation led to a 30-40 second reduction in handling times and a significant decrease in regulatory complaints. Moreover, robust training programs for regulatory compliance were integrated into both agent training and the utility company’s internal programs, ensuring adherence to regulatory standards.
- Racking Tool for Call Analysis: TSI implemented a racking tool that analyzed repeat caller data to identify call drivers. The insights gained from this analysis drove several process improvement initiatives, boosting first call resolution rates. Call pattern analysis was also used to assist our partner in refining their IVR system, enhancing self-service options, and optimizing skills-based routing for more efficient issue resolution.
The Results
THE RESULTS
The results of our partnership have been nothing short of exceptional:
- $25 Million Increase in Collections: The improvements in call handling, process efficiency, and IVR optimization contributed to a remarkable $25 million increase in collections over a one-year period, demonstrating the tangible financial benefits of our collaboration.
- Enhanced Regulatory Compliance: The implementation of the Systems Integrator tool and rigorous training programs led to a substantial reduction in regulatory complaints, demonstrating our commitment to meeting regulatory standards and building trust.
- Continuous Enhancements and Strategic Recommendations: TSI’s commitment to providing value-added services extended to offering strategic recommendations before product or service launches and conducting detailed analysis of program discrepancies. This commitment has facilitated our partner’s ability to adapt to changing market dynamics.
- Collaborative Approach: Throughout our decades-long partnership, our transparent communication, valuable business intelligence, and collaborative approach have assisted the utility company through various internal management changes, reaffirming our commitment to being a strategic and relevant partner.
In conclusion, our enduring partnership with this Northeast Utility Company stands as a testament to our dedication to optimizing financial results while safeguarding our client’s brand and maintaining public trust. We have consistently employed proven methods that prioritize respectful and dignified treatment of every customer, recognizing the critical nature of our client’s services and the potential life-or-death implications they carry.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
