Utility Modernizes Management System with Software-as-a-Service

The Situation

A British utility wanted to improve its conversion rate of opportunities to sales to increase its income. The company decided to replace the existing, ageing call center and sales team planning applications to help meet its ambitions. The company approached Capgemini because of its established relationship and its first class delivery track record. Other factors included Capgemini’s collaborative approach, its breadth and depth of skilled professionals, and its experience of working in a multi-client environment with many large and diverse enterprises.

The Solution

Capgemini implemented a Salesforce.com solution combined with a call scripting package provided by specialist vendor Informavores to replace the existing Siebel Call center system. It designed and built a new ‘diary management/appointment booking system’ for fixing customer appointments, developed new call scripts for the call center, and integrated the solution with legacy applications.

The Result

The new solution provides the utility’s management with an end-to-end view of each customer throughout the sales and implementation lifecycle. The company has a clearer view of each sales lead from start to finish and tighter controls to mitigate sales lead slippage. Furthermore, since the introduction of the new system, the utility has reduced the risk of losing time between gaining a sales lead to making an appointment with the customer.