Western Australia’s energy corporation, Western Power, has selected the Aspect Customer Relationship Portal to enhance its CRM strategy. Western Power, which owns five major and 26 smaller power stations with a total capacity of more than 3,280 megawatts, boasts more than 794,000 industrial, commercial and residential customers.
According to Norm McKendry, Western Power retail sales manager, the company is a lifeline of the community.
“With an increasing number of Australians accessing the Internet, it was necessary for Western Power to enhance its CRM strategy to include multimedia,” said McKendry. “Aspect’s vision in developing a platform for eBusiness solutions will be critical for our company as the market deregulates further over the next three years.”
“Our customers will be able to choose any time, any day, the most convenient medium to contact us – phone, e-mail, fax or Internet. If need be, they can talk to or e-mail a representative even while they are surfing our Web site,” added McKendry.
According to Gary Smith, Aspect chief operating officer, companies need to focus on customer service and retention, and integrate their customer service systems accordingly.
“The portal will enable Western Power to offer customers the highest level of service,” said Smith.
Consumers will now be able to synchronize their browsing with a service rep, either via a second phone line or e-mail, to receive immediate assistance.
The technology integrates eCRM resources, including front-office systems from vendors such as Siebel, Vantive and Clarify, back-office databases and telephony, e-mail, Web and WAP servers.
The companies that have selected the Aspect Portal for their eCRM strategies include Amway, Avis, Bank United, Carlton and United Breweries, Cellular One, Connect IBS, Microsoft, Thomas Cook and Vodafone.
Recently, the Aspect Portal won its eighth major industry award as a Best of Show recipient at the Incoming Call Center Management 2000 Conference.
With a head office in Perth, Western Power is owned by the State Government and has operations throughout the 2.5 million square kilometers of Western Australia.
Aspect is headquartered in San Jose, California, with offices in major cities worldwide.