{"id":514712,"date":"2021-03-23T10:10:16","date_gmt":"2021-03-23T10:10:16","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=514712"},"modified":"2025-03-05T05:45:39","modified_gmt":"2025-03-05T10:45:39","slug":"hydro-one-focuses-on-exceptional-customer-service-during-the-pandemic","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/hydro-one-focuses-on-exceptional-customer-service-during-the-pandemic\/","title":{"rendered":"Hydro One focuses on exceptional customer service during the pandemic"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-Banner-Customer-Service-June-1-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Hydro One focuses on exceptional customer service during the pandemic<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-continues-to-provide-exceptional-customer-service-during-the-pandemic-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story <\/span><span class=\"type\">389 KB  <\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Work-from-home for 400 customer-service staff built on Inergi\u2019s experience<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Hydro One is Ontario\u2019s largest electricity transmission and distribution provider, with approximately 1.4 million residential, business, and industrial customers across the province. On March 17, 2020, Ontario declared a state-of-emergency shutdown to help contain the spread of the coronavirus.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hydro One had a work-from-home deployment strategy ready to go before the province declared the state of emergency. Hydro One worked with Inergi, a Capgemini company, to prepare the tools the customer-service team would need to do everything offsite.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Inergi also ensured the team had a positive user experience once they got their laptops home. Most employees had never used laptops to perform their jobs in the office and their requests for technology support were prioritized to make sure the team was ready to answer customer calls on Monday morning.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The collaboration with Inergi meant hundreds of employees were able to work from home on the first day of the lockdown and answer calls from customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Read how Hydro One and Inergi ensured customer service never dimmed in <a href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Hydro-One-continues-to-provide-exceptional-customer-service-during-the-pandemic-1.pdf\"><em>Hydro One continues to provide exceptional customer service during the pandemic<\/em>.<\/a><\/p>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"  col-md-12\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\"><strong>Contact Us<\/strong><\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_452435_1624669612\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"asterisk_title\">\n\t\t\t\t\t<p><span class=\"star-required\">*<\/span> Mandatory field<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"mf_form__errors mf_form__errors--top\" role=\"alert\" aria-live=\"polite\">\n\t\t\t\t\t<ul class=\"mf_form__errors__list\"><\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447933_7995_2133886578\" name=\"_mf_447933_7995\" placeholder=\"First Name\" required \/><label for=\"_mf_447933_7995_2133886578\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447933_1306_1527641706\" name=\"_mf_447933_1306\" placeholder=\"Last Name\" required \/><label for=\"_mf_447933_1306_1527641706\" class=\"form-label\">Last Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Last Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447933_5954_3874442426\" name=\"_mf_447933_5954\" placeholder=\"Company\" required \/><label for=\"_mf_447933_5954_3874442426\" class=\"form-label\">Company <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Company is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"email\" class=\"form-control\" id=\"_mf_447933_512_1548106153\" name=\"_mf_447933_512\" placeholder=\"Email (Business Email only)\" required \/><label for=\"_mf_447933_512_1548106153\" class=\"form-label\">Email (Business Email only) <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Email (Business Email only) is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_447933_3443_368533399\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_447933_3443[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_447933_3443_368533399\" class=\"form-check-label consent-text\">\n\t\t\t\tI agree to Capgemini collecting &amp; processing my personal data to allow me to receive information on Capgemini services. 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When you reach 100 percent, the form is submitted.\t\t\t\t\t<\/span>\n\t\t\t\t\t<!-- Mobile-only submit button fallback -->\n\t\t\t\t\t<button type=\"submit\" class=\"mf-mobile-submit-btn\" disabled>\n\t\t\t\t\t\t<span class=\"sr-only\">If you use a screen reader or VoiceOver, double-tap this button to submit the form.<\/span>\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t\t<input type=\"hidden\" name=\"submit_btn_txt\" class=\"submit_btn_txt\" value=\"Slide to submit\"\/>\n\t\t\t\t<input type=\"hidden\" name=\"submitted_state_txt\" class=\"submitted_state_txt\" value=\"Submitted\"\/>\n\t\t\t<\/div>\n\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"452435\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"2020-na-euc-capgemini-delivers-energy-expertise-contact-us\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"3540df4a01\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t<h3>Thank you for your interest. We will get in touch with you soon.<\/h3><\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG452435 = {\"452435\":{\"errors\":[],\"redirect\":\"https:\\\/\\\/go.capgeminigroup.com\\\/nbm_thankyou\"}};\n\t\t<\/script>\n\t\n\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":39,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"22cd8302-0dfd-4bf2-b005-e3218e689304\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"bbe9c624-9446-42d6-a6ae-90c573a8c45b\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[238],"partners":[],"country":[324],"content-group":[],"class_list":["post-514712","client-story","type-client-story","status-publish","hentry","industry-energy","country-usa"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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