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Read How a European Utilities Company Leveraged EdgeVerve’s AssistEdge Engage Chat, During The COVID-19 Pandemic

Our client is one of the largest energy providers in Europe, with 45,000+ end-users mostly based out of Europe and the UK.

The COVID-19 pandemic poses massive challenges to businesses, governments, and societies across the globe. With work-from-home being the new norm, businesses are looking at innovative technologies to keep their operations going and stay connected with their customers.

With the COVID-19 crisis, our client’s staff were stuck at home due to lockdown, and business operations and customer experience were at risk of taking a big hit. Both client and Infosys were looking at ways that can help maintain internal operations and provide required IT support. Challenge was that employee homes lack robust infrastructure, which did not allow them to easily activate the call support. Additionally, lack of a queuing system led to long waiting time to end-users, and lack of an alternate live channel to communicate in case call lines are down.

Without the necessary infrastructure at home to respond to end-user calls, but having EdgeVerve’s AssistEdge Engage Chat installed, it was easy to promote Chat as a channel to access IT support by other means than phone calls.

Our service delivery team collaborated with the client’s workplace services team to further promote and support a multilingual chat solution for Service Desk. The chat solution also offers simultaneous chat capability that can be configured based on agents’ expertise. The solution has a chat routing mechanism that enables routing of chats between agents.

With utilities being an essential service to millions of homes and corporations, the Service desk extended support on the internal chat not only helped the staff to coordinate their work internally but also led to customers being serviced effectively.

With service desk operations continued to support end-users queries on chat, the client was really appreciative of the Infosys support in these challenging times.

The AssistEdge Engage Chat delivered the following benefits to the client and continues to improve the channel with an end vision of ‘Silent Service desk.’

AssistEdge Engage Chat scaled up to handle 3X increase in chat volume

200% increase in chat volume (from 6% to 18%) to support COVID BCP transition, with less dependence on phone calls

An alternate communication channel to reduce call overload

A chat queuing mechanism keeping the end-user informed of potential waiting time

Canned messages, enabling standardized user support

An email channel closure with SD templates and communication for more chat adoption

To make AssistEdge Engage Chat easily accessible to support teams, the Infosys tools team is taking steps to make them available with simplified desktop access.