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How E.ON Reduced Customer Implementation Time by 25%

Staffino Solutions Reduced Customer Implementation by Almost a Week

CALL CENTRE AGENTS

250

DURATION IN CZECHIA

08/2016 →

DURATION IN SLOVAKIA

12/2015 →

customer experience strategy

Goal

To track large volumes of interactions and identify actions for continuous improvement.

Methodology

Requested customer feedback via SMS / email fully automated with API integration.

Standard agent feedback combined with measuring NPS and FCR (first call resolution) metrics.

customer experience

Top Solutions Used

Staffino Standard Feedback
Staffino NPS
Staffino FCR

Results

Staffino helped E.ON identify customer cases that were not followed up effectively.

Delayed customer cases were flagged by Staffino instantly instead of getting stuck in company processes.


This allowed E.ON operators to manage customer cases in a timely manner, resulting in a reduction of implementation times by over 25%, from 21 to 15 days.

Faster implementation

The result of the cooperation with Staffino is a reduction of the implementation time by more than 25%,
from 21 to 15 days.
Eon case study

Quality analysis from E.ON's customers

“We were pleasantly surprised that most of the suggestions are not just negative comments but relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.”

Pavel Tesař

Director of Call Center, E.ON CZ
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