Gas and electricity are essential utilities for customers all over the world, and customer service cases in this field can make or break the relationship. So when EnergyAustralia found its existing systems not handling customer service workload efficiently, it came to Simplus to find a better way.
Simplus used Service Cloud to create a solution with two new apps and 40 new case types, allowing EnergyAustralia the ability to deliver on case management and minimize interactions with too many applications to handle one case. This increased EnergyAustralia’s customer service efficiency, led to greater team collaboration and communication, and streamlined processes, which reduced resolution time for its customers.
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