EnerimCIS frees up time for customer work
Oulun Sähkönmyynti Oy is responsible for electricity sales in the Oulun Energia Group and provides customer service for the other Group companies and the Northern Power cooperation companies. Empower has been Oulun Sähkönmyynti Oy’s partner in customer information systems for a long time. In 2018, the system was updated to the Empower-developed EnerimCIS, which can be adapted to many kinds of customer needs, thanks to its modularity.
Oulun Sähkönmyynti Oy’s CEO Tiina Lyyra is satisfied with the EnerimCIS system.
– Our expectation was that the EnerimCIS system would make our billing more efficient and free up our personnel’s time for customer work. For us, the customer is the most important driver of development and our final goal in adopting the new system was to ensure that our customers are the ones that benefit from this the most. EnerimCIS makes it possible to provide our customers with convenient and efficient service in the channels they choose – a telephone call, online service or, for example, with an electricity bill, says Lyyra, shedding light on their reasons for choosing EnerimCIS.
"EnerimCIS makes it possible to provide our customers with convenient and efficient service in the channels they choose – a telephone call, online service or, for example, with an electricity bill, says Lyyra, shedding light on their reasons for choosing EnerimCIS."
The successful adoption of EnerimCIS also encouraged other customers that Oulun Sähkönmyynti Oy provides with customer service to move over to the same system and a more extensive implementation project was launched in late 2018.
– Our personnel have also given positive feedback on the usability of the system – it has been easy to learn. Our customer service must be familiar with the special characteristics of the energy services in the Oulu and Sea Lapland regions to ensure that the customer’s service experience is successful. We expect that, in the future, the orientation of new employees can focus more on learning the special expertise of the field instead of just learning to use the system. At the same time, the duration of the actual orientation training may become shorter as the system’s built-in processes guide even a new user in acting intuitively, notes Lyyra.