EA experienced rapid business growth, and quickly identified the need to expand the service to include a substantial volume of administrative back office processing work, along with introducing new customer interaction functions.
Stellar worked closely with EA to carefully manage the expansion of services provided and the introduction of new capabilities to support the service. Stellar continues to apply structured change management processes to ensure that all new service developments and initiatives are formally scoped, approved, documented and implemented.
In collaboration with EA, Stellar developed auditable and compliant processes and supporting documentation using the experience of their business analysts and through the application of their ISO9001 Quality Management System certification framework. Regular audits are conducted to ensure the service continues to meet industry standards.
The increase in back office processing requirements was addressed by adapting the operational and management structure from a traditional call centre model to a hybrid call centre/back office structure that maximises efficiencies and ensures service levels are met.
The end-to-end customer management solution now extends across:
The EA-IPR Retail Partnership uses the EnergyAustralia name under licence from EnergyAustralia, and now services EnergyAustralia’s former Victorian and South Australian customers, as well as thousands of new customers of its own, having a total of more than 350,000 electricity and gas customer accounts.
About Probe Group:
Probe Group delivers accelerated business outcomes backed by tested Business Process outsourcing (BPO) capabilities and end-to-end solutions.
Published: Monday, January 8, 2007
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