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Ride Along with OVO Energy

OVO Energy has partnered with Localz, leading experts in delivering awesome on the day service, to automate and improve its customer experience platform and overall efficiencies.

OVO is on a mission to provide cheaper, greener, and simpler energy to the nation. Using 100% renewable energy and providing smart meters to its customers are just some of the ways OVO is helping to build the energy system of the future. With a large number of customers joining the movement for greener energy OVO has seen a spike in demand for smart meters. Focussed on delivering efficient and greener services, OVO needed to streamline its communication platform to help increase first time access rates and overall customer experiences.

OVO’s own internal customer experience app was lacking in some automated functionalities, for example, the engineers would be required to type the SMS or make a phone call to let customers know their ETA. This was becoming a laborious task for OVO’s engineers and was taking up too much of their valuable time.

Using Localz “On my way” OVO is now able to send automated appointment reminder notifications to its customers with an estimate ETA. Furthermore, the app empowers two-way communication between OVO's engineers and its customers.

OVO’s engineers can send one-click notifications via the Localz “green button” when they are on their way to the customer’s home. Customers receive SMS, email or push notifications with a real-time ETA and live map tracking. Customers can reply to the notification, directly to the engineer or to the contact centre reducing appointment ETA enquiries.

 

Ride Along with OVO’s Razi

Razi has been working with OVO for 3 years installing smart meters for its customers. Since using the Localz app, he feels customer satisfaction has been improved, providing updates to customers has become a simple process and he feels the two-way communication enables for more personalised customer experiences. He loves that just with a click of the “green button” within the app he can let the next customer know he is on the way.

Don’t just take Razi’s word for it.

“Since I knew when the engineer was coming, I was able to arrange for one of my friends to stay at the property whilst I went to my yoga class, which I hate to miss. In one click I could find out all the information in relation to my appointment which I found really useful. I have never seen an energy company provide a service like this and am really impressed by the level of customer service, which I wasn’t expecting at all”. - OVO customer [1]

“I work from home so I really appreciated being sent the reminder notifications so I can pop out when I need to. The level of service I received from OVO is better than most delivery and other similar services I have used. Information of arrival time and the call from the OVO engineer was a great level of customer service and it definitely made for a positive experience for me.” - OVO customer [2]

Localz has transformed OVO’s customer communications platform. Since implementation it has increased first time access rates, reduced “where’s my engineer” calls and contributed to increasing overall customer satisfaction.

 

Find out how you can also transform your customer experiences.

Posted by Raj Sidhu - Customer Success Manager

| LinkedIn

Customer Success Stories   user experience   utilities

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