Energy suppliers automate processes with knowledge management
The energy industry is undergoing an upheaval. A growing scarcity of resources, the political will to phase out nuclear power and move toward renewables ("energy shift") and driving ahead with the development of future technologies are just some of the issues confronting the energy industry.
At the same time, the market is becoming more transparent and companies face well-informed and sometimes critical customers who are willing to change their supplier. The providers have responded with a growing variety of charges in order to appeal better to various customer groups.
The diversity of topics and queries in service have become more complex and ultimately demand greater know-how from the individual employee. To compound matters, simple service queries are usually intercepted by automatic means, for example using an FAQ list in the Internet. As a result, matters that require intensive consulting are increasingly handled at the service centre. Outsourcing to external service providers in phases where there are high call volumes is made more difficult by this trend.
USU knowledge management solutions allow you to provide the service centre with knowledge quickly and to suit the specific needs at hand.