How Utilities Disputes Limited Efficiently Manages Rising Call Volumes

UDL migrated from an ageing platform to a more powerful, flexible, and secure Microsoft solution to efficiently handle a rising volume of incoming queries through phone, email, and their website.

‍

Technologies:

• Microsoft Dynamics 365 Customer Service
• Microsoft Dynamics 365 Contact Centre
• Power BI

‍

Challenges

UDL was operating on an ageing bespoke system to manage incoming queries. It lacked the functionality and features of a more modern cloud-based system. Markus Frey, Head of Organisational Development at UDL, comments:  

“Our system didn’t integrate with our phone system and was heavily reliant on the provider to do updates. We already have lots of Microsoft apps, so Dynamics 365 felt like a good choice.”  

The existing system created inefficiencies, such as repeatedly entering and relaying information manually. As a result, UDL could not handle incoming queries as smoothly as they wanted.

UDL needed a system that aligned with its strategic objectives and could effectively handle current and anticipated future needs.

‍

The solution – Microsoft Dynamics 365

Theta was selected as UDL's preferred technology partner to guide the rollout of a powerful duo of cloud-based Microsoft systems. While both systems can operate independently, their combination ultimately enabled UDL to achieve their goal of fast case resolution.

‍

1. Microsoft Dynamics 365 Customer Service

An all-in-one CRM solution that combines account management, case management, and knowledge management. The addition of Power BI dashboards helps to provide insights about what’s being recorded within the system.  

2. Microsoft Dynamics 365 Contact Centre

Working alongside Dynamics 365 Customer Service, Dynamics 365 Contact Centre offers more specialised features for managing high volumes of queries across multiple channels, including phone, email, web, WhatsApp, text and social media.

‍

Outcomes

With the new Microsoft Dynamics 365 systems in place, UDL can continue to achieve its goals of promptly, fairly, and independently preventing and resolving utility disputes, and facilitating trust between complainants and utility organisations.

Highly secure

UDL manages sensitive queries, and with Microsoft technology as their backbone, they are assured that this information is securely protected.  

Cloud benefits

By using cloud-based systems, UDL benefits from new and improved upgrades and allows its call agents to work remotely with greater flexibility.

Stakeholder dashboards

Power BI dashboards provide a real-time overview, offering stakeholders and business users valuable insights into key metrics like average call handling time and customer satisfaction. Markus adds:  

"Our volume of data has grown exponentially, so being able to manage and present this data is really important. We wanted to provide more insights to stakeholders, be able to identify systemic issues, and make decisions that ultimately benefit the entire industry."

Reliable call handling

Unlike their Australian counterparts, UDL receives a majority of incoming queries via phone, as Markus explains:  

"With over 80% of incoming queries made through phone calls and an increasing volume each year, we needed a system that could reliably manage and log these calls."

Calls are routed to agents, monitored, and recorded in real-time, enabling the contact centre manager to have complete visibility and provide immediate support where needed.

The growing potential of AI features

With AI embedded within both systems, UDL is beginning to see the efficiency benefits that this technology can provide. Markus comments:  

“AI features like sentiment analysis and call transcripts are useful. Automated summaries are becoming more accurate and we hope to benefit more in the future as they improve.”  

Some early benefits of AI include:

• Improved hand-offs between agents working on each case thanks to automated call summaries.
• When cases are escalated, agents can summarise the entire case history with a single click.  
• When UDL receives an email about a utility dispute, AI-driven sentiment analysis identifies key phrases and the overall emotional tone. This enables UDL to quickly and efficiently provide the necessary service.

‍

Project wrap-up

Markus reflects on the project:

“As with most technology projects where there are new products involved, there are challenges along the way, but it’s about how they’re addressed. It’s the expertise of superstars like Ryan and Arlene (from Theta’s Dynamics 365 team) that helped get this project across the line.”  

By investing in robust technology, UDL has been able to achieve faster case resolution, and they look forward to continued efficiency improvements that AI can bring in the future.