The Società Elettrica Sopracenerina SA (SES) is a Swiss electricity supply company. It operates throughout the Sopraceneri region of the Canton of Ticino and part of the the Canton Grisons, serving 43 municipalities with almost 90,000 clients. SES is headquartered in the city of Locarno.
Virtual Assistant to Optimize Customer Service for SES
The virtual assistant can answer frequently asked questions quickly and accurately 24/7. This solution helps SES to further increase customer satisfaction and employee experience.
Handling calls 24/7: Cost saving
Challenge:
Following several successful implementations in other international utility markets, Spitch was convinced that Swiss electricity distributors will benefit from its cloud-based solution to automate customer interactions. Spitch’s solution was developed specifically to enable rapid deployment from the cloud in all nationally spoken languages, with the ability to be fully deployed on-premise.
Solution:
A virtual assistant solution developed by Spitch enables SES to easily handle customer phone calls 24/7. The virtual assistant can answer frequently asked questions in Italian quickly and accurately. By using this solution, SES is able to further increase customer satisfaction as well as improve employee experience by off-loading repetitive tasks to a robot. The solution is provided as a managed cloud service allowing to avoid additional IT infrastructure costs and focus on core business functions.
Benefits:
- No waiting time; customers receive information quickly and reliably 24/7.
- Customer service employees are significantly relieved – instead of answering repetitive questions and appeasing impatient customers, they can focus on delivering higher quality service on more complex customer concerns.
- Thanks to the relief provided by the virtual assistant, employees are more satisfied and motivated, which helps increase productivity.
- Smart customer service for the digital generation improves the organization’s reputation.
- No upfront investment in IT required.
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