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HOP Energy Improves Customer Experience KPIs and Reduces Costs through Cloud-based Solutions

Award-winning Cloud Unified Communications and Workforce Management Solutions Improve Service Levels, Productivity, and Analytics to Drive Insight-based Decisions

The Challenge

The company struggled to meet Service Level Agreement KPIs for answering calls, and was challenged by staffing issues. A unified communications solution and workforce management suite were required to improve customer experiences and reduce costs.

The Solution

The Evolve IP unified communication solution provided visibility and reporting with sophisticated call recording capabilities. Coupled with the Monet WFM solution, HOP Energy gained measurable improvements for both customers and for HOP Energy’s bottom line.

Overview

HOP Energy required a better solution to handle a high volume of inbound calls and the associated staffing challenges at its seven call centers in five states. Evolve IP delivered solutions for reliable cloud communications management, efficient call routing and seamless workforce management to better serve customers and operate a fiscally sound business.

Customer Profile

HOP Energy is a full-service energy provider, delivering everything from heating oil, liquid fuels and propane gas to HVAC installations. With local branches in eight states, HOP Energy services some of the largest and most established energy companies in the Northeast. The company has built a solid reputation by maintaining reliable inventories and providing dedicated support to nearly 80,000 commercial and residential customers.

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