Austin Energy Uses BPM to Improve Services

At Austin Energy, they were having problems achieving a level of service where they could attend properly to all of their service calls filtering in. Intelligent Enterprise took a look at their story here. So, with no BMP suite, they made improvements to their service oriented architecture company-wide in order to improve services. They started out by defining what the requirements of the software had to be and the benefits they wished to receive from the software.

Since they were unable to efficiently answer all phone calls, they streamlined the five different tools they used while communicating with customers over the phone. This alone provided a huge drop in the average call time. Customer service went from servicing 4,000 calls a day to 20,000 calls a day.