Tech Mahindra boosts UK Utility Firm's Customer Service using AI
Case Study

Overview

As the demand for improved customer experiences grows across industries, companies face the challenge of enhancing service quality while managing costs. Tech Mahindra partnered with a large UK utility company to transform its customer service operations using technology and a managed services model. The primary goals were to increase customer satisfaction (CSAT) and reduce operational expenses.More

As the demand for improved customer experiences grows across industries, companies face the challenge of enhancing service quality while managing costs. Tech Mahindra partnered with a large UK utility company to transform its customer service operations using technology and a managed services model. The primary goals were to increase customer satisfaction (CSAT) and reduce operational expenses. By introducing conversational AI, Tech Mahindra transitioned the client’s service interactions to digital channels, significantly improving operational efficiency. This case study showcases how Tech Mahindra helped the client tackle these challenges effectively.

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Client Background and Challenges

The client is a leading utility company in the United Kingdom, supplying essential services to a large customer base. With over 300 full-time employees in digital support, they process more than a million messaging interactions a year.

  • Sustaining high levels of customer satisfaction (CSAT) as & when the number of customer interactions soar.
  • Decreasing cases of repeat customer interactions and slow improvement in first contact resolutions.
  • Interacting across multiple platforms including WhatsApp, Web, Facebook, Instagram, & Twitter.
  • Migrating to a digital customer support platform from a traditional call center type of business.

Our Approach and Solution

Conversational Al

The client deployed more than 10 intents and 7 bots that helped to control the frequent requests and various issues for quick and effective responses without human involvement.

Channel Expansion

Five digital channels were extended for engagement by customers with more convenient methods of interaction.

Custom Workflow and Deflection

Implemented deflection strategies and managed to shift 10% of calls from IVR to instant messaging, enhancing efficiency and reducing the operational load.

Managed Services

A five-year managed services partnership helped our client modernize while also maintaining high CSAT rates.

Business and Community Impact

  • Achieved a 5 to7 point increase in CSAT within the first 12 months of the project's implementation.
  • Repeat transactions reduced (RCR 1-day) by 5 points, illustrating first contact resolution.
  • Achieved total operational expense (OPEX) savings of over $550,000 per year through AI-driven improvements and efficiencies.
  • Handled 1 million messaging interactions annually, significantly reducing reliance on phone support.