CASE STUDY

New Connection
Concierge

When Ibex's utility partner in the South wanted to add brand value to their enrollment process, our customer success team led the way, building a roadmap and managing the project plan through the launch of their New Connection program.

The project began with a workshop where the Ibex team introduced proven methodologies tailored to the contact center environment.

In just a few weeks, the Ibex team worked with the client to address key processes and operational needs, including reporting, scripting, and training.

Customers immediately engaged with the initial utility new customer program to connect their homes or save money on essential services, like Internet, TV, Phone and Security. Customer report high satisfaction, and the utility partner generates valuable revenue to fund new customer engagement programs across the enterprise.

Solution Highlights:

Launched in just a few weeks to widespread customer and agent acclaim

Dramatic increase in customer conversion and installation of home services after the energy start call

Customers appreciate solving multiple moving challenges in a single experience

Seamless expansion capabilities for new service regions and products

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