Lowri Beck

A Call Centre Solution

When your customer base includes several large utility providers in the UK, then you need to ensure your technology and communications solutions are up to scratch. This case study details how one company brought their ICT infrastructure into the 21st Century and not only improved business processes but also increased customer satisfaction in a 24/7 customer service environment.

CUSTOMER BACKGROUND

Lowri Beck was established in 1996 as an independent meter reading company in the then newly deregulated energy market. A major part of its activity is the provision of an efficient, cost effective, nationwide meter reading and data collection service. Lowri Beck's IT systems and expertise ensures the data its customers require is handled and delivered in a format that
meets their specifications. The company employs approximately 180 field staff whose services are available between 7.00am and 8.00pm. The call centre and data centre staff can provide services 24 hours a day.

THE BUSINESS CHALLENGE

Lowri Beck started planning their customer services strategy five year plan in 2004, and under the care of managing director Bob Vernon, the company has grown significantly. Following the
strategy review the biggest challenge Lowri Beck faced had to be efficiency through technology while retaining and enhancing existing customer service. Bob recognised that customers in this competitive market expected more than just traditional call centre or doorstep meter reading. The route to market would have to be varied and accessible while retaining the human element that
Lowri Beck was justly proud of. He pioneered the introduction of bespoke hand held terminal technology for field staff and simple web based meter reading for customers. His attention then focused on the main portal that links company to client, the telephone system. Lowri Beck's call centre has fully trained staff capable of both receiving customer calls (via Call Manager software) and making outgoing calls to service the many business needs of clients.

The call centre can provide:

• A professional customer service.

• Telephone answering/response service to marketing campaigns or promotional projects.

• Out of hours 'overflow' service:
making or answering calls out of business hours with our 24 hour service, or capturing additional calls during busier times to ensure that no potential business is lost .

• 24 hour call-out remedial alert service.

• Recruitment line service.