12. June 2007
Fault management hotline enhances customer satisfaction
In 2001, distribution network operator Vattenfall introduced F24 AG’s FACT24 Notification and Conferencing Service plus customized call management solution (information hotline). This system alerts specialist staff and emergency operations teams within minutes, and provides customers calling with information concerning the cause and extent of the fault or emergency. Vattenfall report that thanks to FACT24 both internal and external transfer of information have been optimized, which is ultimately reflected in enhanced customer satisfaction.
Vattenfall Europe Distribution Berlin aims to provide full service reliability. The company supplies around 2.1 million customers with power from its distribution network, which covers an area of 890 sqkm and has a total length of around 43,000 km. In a network of this size, minor power outages are a regular occurrence. On average, one medium-voltage network fault (affecting around 1,000 to 1,500 customers) and five low-voltage faults (affecting around 100 customers) occur every day.
In the event of disruption to the power supply or other fault, customers call in to enquire about the cause, extent and probable duration of the outage. Under the company’s old system, the telephone switchboard quickly reached full capacity, resulting in stress for the staff and annoyance on the part of the customers. In addition to processing incoming customer calls, essential tasks are the rapid notification of service technicians and, in major disruptions, immediate information of management representatives.
“Power outages are an increasingly sensitive issue for our customers”, comments Olaf Ziemann, head of Network Operations at Vattenfall Europe Distribution Berlin GmbH. “FACT24 and the Voicebox (customized information hotline) are highly cost-effective services, offering technically and functionally outstanding information solutions for both in-house and external use. Since installing the system, we have benefited from a definite rise in customer satisfaction“.
Find out more about the use of FACT24 in the emergency management planning of a major energy company. The Vattenfall Case Study can be downloaded immediately in PDF form under the heading Markets & References / Energy & Industry.
Vattenfall Europe Distribution Berlin aims to provide full service reliability. The company supplies around 2.1 million customers with power from its distribution network, which covers an area of 890 sqkm and has a total length of around 43,000 km. In a network of this size, minor power outages are a regular occurrence. On average, one medium-voltage network fault (affecting around 1,000 to 1,500 customers) and five low-voltage faults (affecting around 100 customers) occur every day.
In the event of disruption to the power supply or other fault, customers call in to enquire about the cause, extent and probable duration of the outage. Under the company’s old system, the telephone switchboard quickly reached full capacity, resulting in stress for the staff and annoyance on the part of the customers. In addition to processing incoming customer calls, essential tasks are the rapid notification of service technicians and, in major disruptions, immediate information of management representatives.
“Power outages are an increasingly sensitive issue for our customers”, comments Olaf Ziemann, head of Network Operations at Vattenfall Europe Distribution Berlin GmbH. “FACT24 and the Voicebox (customized information hotline) are highly cost-effective services, offering technically and functionally outstanding information solutions for both in-house and external use. Since installing the system, we have benefited from a definite rise in customer satisfaction“.
Find out more about the use of FACT24 in the emergency management planning of a major energy company. The Vattenfall Case Study can be downloaded immediately in PDF form under the heading Markets & References / Energy & Industry.
