RusHydro

2500+ Employees
 
ESK RusHydro’s consolidated contact center has enabled improved interaction with clients. Business processes are now highly automated, which makes operators more efficient, cutting time needed to handle calls.

Benefits

Improved Customer Service
Reduce Cost

ESK RUSHYDRO’S CONSOLIDATED CONTACT CENTER. RUSHYDRO GROUP IS ONE OF RUSSIA’S LARGEST ENERGY HOLDING COMPANIES

RusHydro is a leading renewable energy producer, with its generation based on hydropower, sea tides, wind, and geothermal power. The group’s energy retail assets are consolidated in its subsidiary, ESK RusHydro (also known as RusHydro Energy Retail Company).

RusHydro’s energy retail segment includes guaranteeing power suppliers in four Russian provinces: Bashkortostan Energy Retail Company, Bashkortostan; Krasnoyarskenergosbyt, Krasnoyarsk Province; Ryazan Energy Retail Company, Ryazan Province; and Chuvashia Energy Retail Company, Chuvashia. One of EKS RusHydro’s main business principles has always been managing its subsidiaries in an effective way and creating favorable conditions for their consumer-related operations.
 
ESK RusHydro’s single contact center is meant as an effective tool that can be used to improve customer service and widen the range of services provided to nonbusiness clients. The center will also help collect electricity meter readings and provide a technological platform for dealing with nonpaying customers. After analyzing the market, the company decided to proceed with a contact center from Avaya, with some extra functionality provided by Atmosphere.Workstation, a Russian-made software system.
 
 

 

With ESK RusHydro’s consolidated contact center, consumers have a single point of contact with the group’s departments—a single phone number. Now clients of the energy retail companies can use the services of the center by dialing a toll-free phone number, 8-800-333-80-00. The single contact center processes incoming voice calls and informs customers about unpaid bills and changes in energy plans, which ensures compliance with the group’s new, client-oriented customer service policy that meets today’s standards. Customers are served by experienced operators, who can tell them how and when they can pay for the electric energy used, accept meter readings, help calculate outstanding amounts, and provide assistance with any issues related to emergency power cuts, meter replacement, or connecting to the grid. To speed up call processing, a self-service module has been deployed.

The operator workstation interface and integration with CRM systems is provided by Atmosphere.Workstation, a Russian-made software system. Atmosphere.Workstation enables deep automation of the activities performed by contact center operators and managers. This solution provides a unified workstation that contact center employees can use to get complete information on interactions with customers, including data from external sources, such as billing systems, CRM systems and regional databases. Interaction with all systems is integrated into a single process implemented as a single window. An operator has to enter information only once: if needed, the information is propagated to linked systems automatically, without an employee involved, which helps avoid errors related to repeated data entry.
 
 

"The fact that Atmosphere, a Russian-made software system, is used as part of this solution, and this system’s deep integration with the contact center from Avaya, makes this solution much cheaper than similar solutions offered by competitors and, at the same time, extends the functionality of the contact center and the operator workstation. In addition, contact center agents and department heads can now receive information in Russian only.”

 
— Sergey Tsvetkov, Avaya’s Energy Accounts Director

Operators at the single contact center serve all the organizations that are part of the group, allowing it to plan the number of its operators efficiently. Located in the city of Ryazan, the contact center provides as many as 50 operator workstations that stay online 24/7. Operators can receive data from any of the group’s information systems, regardless of its geographic location, in a unified and easy-to-use format.

The user interface includes simple and fast search and filter tools. Atmosphere.Workstation features built-in business process support: operator dialogs are automated using customer service scenarios, and the system guides and controls the actions of operators. All this is extremely important if one wants to make their work as effective as possible. A predictive outbound dialing system helps chase unpaid bills—by informing clients about them—and reduces the workload of contact center operators when conducting mass outbound campaigns. Customers are notified of their outstanding amounts by a system that automatically receives information from financial data bases, calls nonpaying customers, and reads relevant messages to them. If a customer has a fax machine installed, the relevant information is sent by fax.

 

Goals:

  • To deploy a technological platform that would ensure fast and quality interaction with the client base of the four energy retail companies (Ryazan, Chuvashia, Bashkortostan, and Krasnoyarsk)
  • To make operators more productive and speed up the process of accepting electricity meter readings
  • To reduce nonpayment by deploying a system that would automatically inform customers about their unpaid bills
  • To improve customer service by deploying a system that would show current and historical statistics concerning the operation of the contact center, which would allow supervisors and managers to make strategic management decisions, and by deploying a call recording system, which would enable quality control over operators’ performance
  • To cut operating costs by deploying self-service systems
 

PROJECT RESULTS

ESK RusHydro’s single contact center has enabled interaction with the client base of the entire group. Business processes are now highly automated, which makes operators more efficient and cuts the time needed to process calls.
 
Self-service systems have been deployed, reducing the workload of the contact center’s operators and enabling automated execution of interaction scenarios, without involving operators.
 
State-of-the-art statistics systems are used at the contact center, which enables centralized resource management and allows ESK RusHydro to assess the efficiency of contact center operations.

"According to our employees and contact center operators, Atmosphere.Workstation makes their work much more efficient. They tell me that the workstation allows them to see the full picture of interactions with every customer, including the contact history, payment schedule and equipment installed. Since information is provided in a clear and simple way, we have been able to cut the time needed to process interactions.”
 
Aleksandr Filatov, ESK RusHydro's Head of Energy Retail Technologies
 

CUSTOMER PROFILE
  • Headquarters:

  • Russia

RusHydro is a leading renewable energy producer, with its generation based on hydropower, sea tides, wind, and geothermal power. The group’s energy retail assets are consolidated in its subsidiary, ESK RusHydro (also known as RusHydro Energy Retail Company).

What our Customers are saying
"Since information is provided in a clear and simple way, we have been able to cut the time needed to process interactions."

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  • Aleksandr Filatov

  • RusHydro