The Hera Group was founded in 2002 in Bologna and is one of Italy’s largest multi-utility services companies today, with around 10,000 employees. The group operates in more than 300 municipalities across the country providing energy, water and environmental services to approximately 5 million customers.
AI-driven Customer Experience Enhancement at Hera Group
Hera launched a project to enhance Customer Experience (CX) by leveraging Voice of the Customer (VOC) insights and advanced technologies, including speech analytics.
Cost redaction and sales proposition improvement
Challenge:
VOC is an important area of work for Hera Group that lies between the company’s two axes of Measurement and Culture allowing data-backed understanding of how CX is performing. Hera sought to increase employees’ awareness about the customer needs and help them empathize with customers, guiding the improvement of internal processes.
Solution:
Spitch implemented a Speech Analytics (SA) solution for automated data collection for deeper analysis of customer insights, analysis of recorded calls for effective interaction analytics, and an AI model for enhancing the accuracy of customer interaction classifications. The solution also included automated reporting tools to help track KPIs achievement.
Business benefits
- Call Recurrence: Reasons for customer recurrence, identifying recurring problems or requests to adapt services and products
- Commercial performance improvement: correlation of commercial offer proposal with customer intent.
- Operational Costs: Silence analysis to reduce costs and improve CX.
- Improved call resolution time: enhanced operational efficiency.
- Revenue growth: upsell / new offers propositions.
- Increased CSAT and NPS scores: higher customer satisfaction and improved likelihood of customer recommendations.
- Reduced costs: effective silence monitoring and better resource utilization.
- First Call Resolution (FCR) rate increased leading to fewer follow-up calls.
- Enhanced data-backed decision-making capabilities improving business performance.
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