King Country Energy simplifies and upgrades its contact centre and telephony systems, introducing a scalable and integrated system that delivers better service and real value to the electricity retailer. Cogent, working with our partners at NEC and Enghouse Interactive, have delivered an exceptional outcome.

King Country Energy (KCE) is the leading electricity retailer and generator in the King Country region, with more than 50 years in the business of generating electricity from hydro power stations in the region.

KCE retails electricity to more than 17,500 customers in homes, farms and businesses all over the King Country region.

With ownership spread amongst Trustpower, the King Country Electric Power Trust  and many locals, KCE is passionate about its King Country roots, the people it serves and along with a commitment to renewable energy, actively supports King Country communities.

The Need

Customer Service Imperative – as a relatively small electricity retailer and generator, KCE has built a strong point of difference in the superb quality of its customer service. When people call the 0800 service line, they wait no longer than 20 seconds and the operator who answers deals directly with their request.

Outdated system

In September 2016, with its telephony system and support contract up for renewal, KCE decided the time was right to upgrade.

Both the software and hardware were outdated and KCE was missing out on the significant benefits of the latest versions delivering including:

  • Enhanced in-depth call recording functionality
  • Wrap-code Reporting Analytics and actionable intelligence to drive ongoing improvement
  • User-friendly, with no re-education required
  • KCE was keen to leverage these benefits to maximise its customer service offering, training, management and planning.

Contract Complexities

KCE had been accustomed to being serviced and billed by three separate companies – including Cogent – for the relevant servicing on hardware, software and wiring and cabling sides of the system.This was often confusing and not as efficient and cost-effective an arrangement as it would like.

Solution

Cogent would lead the design, management and implementation of KCE’s upgrade, involving moving to the latest PBX software and Enghouse Interactive’s Communications Centre, installation of new IP phones, building of and migration to Quality Management Suite server from the legacy recording server.

Simple and cost-effective contract

Cogent also rolled all three separate company contracts into one single service-based contract with Cogent as the sole point of contact – a much more efficient, cost-effective solution for KCE.

Implementation

Cogent and Enghouse Interactive worked with the other companies to design a comprehensive, staged implementation process carried out over an 11-day period to reduce risk. The core goals were:

  • Absolutely minimal operational disruption
  • Nil business impact
  • Risk mitigation
  • Customer confidence

Cogent put in place pre-implementation, implementation and post-implementation plans – including check-points that would allow a GO\/NO GO decision for forward path implementation or roll back for added client security.

To minimise disruption, as much testing as possible was carried out offsite with onsite tests scheduled outside peak times.

For the necessary short drop in functionally required for the server migration, Cogent ensured KCE was fully informed at pre-implementation stage as to which functions would be affected, allowing time to plan and implement fail-over systems to ensure calls were still being received and critical services still continued.

Training was also supplied to KCE staff by Enghouse Interactive for Communications Centre and Quality Management Suite call recording, to ensure they were well versed with the new solution and would be able to transition across seamlessly.

Cogent and Enghouse Interactive managed the implementation process, working with the other companies to ensure smooth transitions whilst keeping KCE updated at every single stage of the project from pre-implementation to go live and post implementation briefings.

Outcomes

The new system went live on the evening of the 11th day, and was signed off by KCE within seven days.

We were extremely pleased with Cogent’s and Enghouse Interactive’s implementation programme. They kept us up-to-date at every single step of the process and we felt very comfortable about how the project flowed,”

Sande Jansen KCE Business Support & Compliance Manager

“And, the technical support we’ve had has been absolutely brilliant, particularly the onsite technician who was incredibly responsive and helpful and fitted in easily.

“Overall, Cogent’s and Enghouse Interactive’s implementation has given us real confidence that in having them on board, we’re not going to have failures.”

Cogent has greatly simplified KCE’s contract, systems and with partners Enghouse Interactive given them a technological edge.

Connect with Cogent to find out how you can make your contact centre scalable, simplified and integrated.