INTEGRATED VOICE RESPONSE AND CALL CENTER MANAGEMENT BY SAP CONTACT CENTER
Spire Inc. (NYSE: SR) is a natural gas energy holding company based in St. Louis, Missouri, providing natural gas service through its regulated core utility operations while engaging in non-regulated activities that provide business opportunities. Spire’s natural gas utilities and other related businesses work together to enrich the lives of the 1.7 million customers it serves across Alabama, Mississippi and Missouri. Its corporate headquarters is located in downtown St. Louis.
Due to recent acquisitions, Spire’s utilities had multiple call center locations using various IVR packages with different IVR structures, functionalities and integrations. In order to take advantage of scale, single support points, cross training and current integration standards Spire desired to choose one IVR solution and roll it out to all locations. One solution would simplify licensing and support Spire also had an internal requirement to update all servers and operating systems as part of this project.
Seeing the value add of their current SAP Contact Center integrated with their SAP CRM and SAP ECC backend in their Birmingham AL location, Spire decided to implement SAP Contact Center for all locations. With its strong reporting and IVR capabilities, SAP Contact Center was the optimal choice for the fastest and most cost effective roll out. Having implemented SAP Contact Center in many different scenarios, ECENTA America was chosen as the implementation partner because of their expertise and experience in defining the right processes and setting up basic functionality as well as enhancing the solution when necessary.
In 22 weeks, from start to business Go Live, Spire is now using a common Call Center and IVR platform in all locations with approximately 300 agents. IVR structure and customer functionality is now uniform across all locations and divisions driving a constant high level of customer satisfaction and experience. Spire is experiencing an overall lower support requirement and is now able to perform common data reporting across all divisions.