Fortune 500 Energy Company

Engagement Summary

everse developed a suite of customer service applications that promote customer self-service, reduce the burden on the client's call centers, increase the client's customer satisfaction scores, and decrease costs and inefficiencies by automating business processes.

Client Profile

A Fortune 500 energy company.

Business Challenges

The client's implementation of a complex and confusing customer management solution led to a loss of functionality and a 100% drop-off rate for its online customer service.

• The new system alienated customers accustomed to more user-friendly functionality.
• The client's call centers were burdened by a significant increase in service calls.
• The client suffered a significant drop in its customer satisfaction scores.
• The new infrastructure required the client to maintain similar applications on two platforms.

everse Solution

everse developed a suite of more user-friendly customer service applications that includes service start, stop, and transfer; appointment scheduling; and usage history presentment. everse:

• Assessed the client's existing system and interviewed client stakeholders to gather, analyze, and prioritize business and technical requirements for the new solution.
• Re-architected the system to provide a more flexible foundation to accommodate new applications, future enhancements, and changing business needs.
• Migrated front-end legacy components to a more flexible, scalable, n-tier architecture.
• Developed an XML messaging interface to facilitate integration with back-end legacy systems.
• Integrated new functionality with existing authentication, e-mail management, and other enterprise applications.
• Developed administration tools, report templates, and announcement broadcasting functionality for client administrators.