Call Center Handling

A team of 120 Eneco operators handles daily all incoming client calls, online questions and emails. All operators manage these clients using ThinkNexT’s Contact and 360 view, custom built CRM applications matched to Eneco’s business processes.

Eneco Belgium

case-eneco-2Energy supplier Eneco Belgium is active in the production and delivery of gas and electricity from sustainable sources such as solar, wind and biomass. Eneco has been active in Belgium since 2003 and its clientele is made up of more than 4,000 companies and 250,000 private individuals.

Eneco owns and manages 72 operational wind turbines in Belgium, numerous large solar developments and several bio-gas plants. Since its creation, Eneco Belgium has grown continually and now employs 150 people with an annual turnover of 800 million Euros. In 2011, the Eneco group as a whole generated a turnover of more than 5 billion Euros. Altogether Eneco has 7,000 employees. Read more on www.eneco.be

Need

Originally, when customers wanted to raise a question, they filled out a form on the website upon which an email was sent to a general mailbox. Customer could also send emails to mailboxes directly. The situation soon became unmanageable due to the large amount of emails and number of people working on those mailboxes. It resulted in questions accidentally being ignored or being answered multiple times.

Solution

ThinkNexT implemented a solution where the customer questions are converted to work tickets. That applies to question coming from the question form as well as emails in mailboxes. The latter is realized by continuously scanning those mailboxes. The tickets are then automatically assigned to the appropriate customer service department. That is realized through a configurable set of dispatch rules. A customer service department can subsequently answer the question, upon which the customer receives an email. The customer then replies to that email, the mailboxes are once again scanned, and the application assigns the customer reply to the appropriate case. That way, customers can reply easily via email while all questions are managed in a structured way for the customer service departments.

eneco-contact-mockup2

Approach

Next to the core functionality, an important focus was the creation of user friendly interfaces for both customer and service departments. The approach followed was to draft mockups of the webpages, iterate on the design and detail them. The result was subsequently implemented. The above example is a front-end webpage, the example below is a back-end webpage.

360 view

ThinkNexT also built the 360 view application for Eneco. That application gives telephone operators a complete overview of the customer being serviced. Frequently occurring actions such as changing address, updating the method of payment and creating a service ticket are but one click away.

360-screen

Technical

Application technology

All ThinkNexT applications are Java based. They use the Tapestry web framework in combination with Hibernate for database connectivity. Hibernate allows us to build our applications on top of any type of database whether that is MySQL, MSSQL, Oracle or others.

Performance

The application uses a job-based batch processing architecture to realize high data throughput. Multiple application bundles are deployed to allow parallel operation on the same data. The application gracefully degrades in the event of a crash occurring in a single bundle.

Testing and deployment

Continuous integration techniques, based on Jenkins, are used to test the applications. Continuous deployment driven by Maven and custom technology is integrated in the application. That gives us the advantage to upgrade the application in less than a minute with just a push on a button.

Reliability

Transactionality is implemented on the level of jobs: either a job succeeds and all data is changed consistently or it fails and the data is rolled back to the previous consistent state. That approach follows the unit of work pattern. Import and export of file based data is implemented using a two-phased commit protocol.

Monitoring

The application is being centrally monitored by our custom monitoring system Logness. Logness monitors application availability and stores the application logs. Automated pattern analysis is performed on error and warning logs. This allows us to preemptively solve problems.

Ease-of-use

In our applications we emphasise ease-of-use. That is inline with our vision to keep things as simple as possible. We believe that also administrative applications should be attractive and fun to work with.