Zum Hauptinhalt wechseln

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice

Case Study

Con Edison: Powering Up the Customer Experience

Jetzt herunterladen

It’s no small matter to keep the power on for millions of customers in New York City. It was particularly difficult for Con Edison, which relied on disconnected legacy systems to manage requests, complaints, appointments and outage requests for its electric, gas and steam operations. Manual systems and outdated applications were used to track work requests, resolve complaints and coordinate work among operations crews and contractors. The result: low transparency, no audit trails, high response times, poor customer service, and high operating costs.

The utility identified Pega as the best way to automate and provide visibility. The solution supports 65,000 new customer cases, 5,000 complaints, 50,000 outage requests and more than 100,000 customer appointments per year, all through integrated systems and with a unified customer view. Agents required minimal training to create and resolve cases. Pega’s flexible, business-focused case templates for defining work project tasks are easily modified as needs grow and change.


Tags

Herausforderung: Kundenservice Herausforderung: Operative Leistungsfähigkeit Industry: Energieversorgung Thema: Kundenservice

Weiteres Informationsmaterial

Best of Pega

Empfohlene Studien und Insights

Neuigkeiten und aktuelle Trends entdecken

Informationsmaterial entdecken
Why Pega

Warum Pega?

Eine außergewöhnlich leistungsstarke Software ist nicht das Einzige, was Pega auszeichnet.

Mehr erfahren
Weiterempfehlen Share via x Share via LinkedIn Copying...