Redefining the Mover Experience
from the Utility Side

Situation

A longtime Allconnect partner wanted to create a customer experience that incorporated new products and services into their customer journey. They decided to start with the mover, since that is a critical moment to start a relationship with a customer, as well as a time when people are more likely to change their behavior.

Solution

To be successful, they needed a cultural shift that would allow them to re-define ‘success,’ so they decided to create an agent team dedicated to customers calling to move. In March 2018, they launched the Residential Solutions Center (RSC), dedicated to qualifying calls for products and services. The teams’ primary goal is to use customer data to proactively explore opportunities to match products with customer needs and forward those opportunities to a partner like Allconnect to educate and enroll the customer.

The RSC allowed the utility to:

• Consolidate transitioning
• Simplify coaching
• Focus on metrics specific to the move call around sales and this ‘new’ journey
• Increase agent proficiency on a single call type to drive results
• Increase agent engagement and productivity

'By the Numbers

91

percent

82,527

people

50

percent

YOY 2017-2018, transfers to Allconnect DOUBLED.

2018 customer satisfaction top-box

Number of utility’s customers Allconnect spoke with in 2018.

2018 Allconnect conversion rate

60

PERCENT

60

PERCENT

60

PERCENT

60

PERCENT

2x

transfers

“I’m excited to be given the opportunity to be a part of RSC from inception. I’m even more excited to learn, share and engage with the RSC Team as it grows in this fluid environment for call “SALES” to increase brand and product awareness to our customers.”

RSC AGENT
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