"From Meter Readings to AI Solutions"
Gevekom’s Path with Dialfire to Shorter Processing Times and Higher Customer Retention in the Energy IndustryTalking to André Hieronymous, General Manager and Authorized Signatory at gevekom GmbH, a leading multi-channel contact center, we gained fascinating insights into the challenges and solutions in the energy sector. For nearly 20 years, Gevekom has relied on Dialfire’s innovative technologies and processes to meet the high demands of its partners – including numerous energy providers – and to sustainably improve efficiency and customer satisfaction.
Statement from André
"From our perspective, Dialfire is particularly suitable for the energy industry because it is both fast and highly scalable, and it effortlessly maps contact center. processes of varying complexity."
A Partnership for Success
André explains that gevekom has relied on cloud-native solutions like Dialfire since the beginning. "We’ve grown together with Dialfire," he says. Thanks to Dialfire’s high scalability and innovative technology, gevekom has seamlessly handled challenges like implementing home office models and expanding to international locations.
Particularly in the energy sector, characterized by seasonal fluctuations and complex processes, the strength of this partnership becomes evident. Dialfire enables flexibility in adapting to changes while meeting stringent data protection requirements.
Challenges
in the Energy Sector
Seasonal Fluctuations
Peak periods, such as tariff changeovers or price adjustments, require additional staff on short notice.
Complex Processes
Besides simple tasks like reporting meter readings, more demanding processes like managing complex contracts and complaints must be handled.
Efficiency Requirements
Shorter average handling times (AHT), higher first-contact resolution rates, and reduced training times are key goals.
Innovative Solutions for the Energy Sector
Automating Installment Adjustments:
A Bot as the Problem Solver
Gevekom addresses this with an innovative solution: a voice bot that automates the process. Customers can make installment changes directly through the bot, but they can switch to a human agent at any time if needed.
"Currently, Only 20% of clients request a conversation with a real agent," André reports proudly. "This shows that our automated processes are not only efficient but also customer-friendly."
André describes a typical scenario:
"When customers receive their annual bill, they often have questions about the proposed installment payments. Many want to make adjustments or understand the calculations."
AI Assistance for Complex Topics
Not all processes can be fully automated. For complex inquiries, such as contract changes or technical issues, gevekom uses AI-powered assistance systems.
These tools help employees learn faster and work more efficiently.
André explains:
"With these tools, we’ve significantly reduced the training time for new employees and increased their first-contact resolution rate."
The result: greater productivity and noticeable cost savings for Gevekom and its clients.
Scalability and Flexibility
Another key focus is scalability: "In the energy industry, there are often short-term peaks, such as during tariff changes or price adjustments. Thanks to Dialfire, we can quickly add capacity without losing efficiency or quality."
Gevekom on Dialfire:
A Collaboration on Equal Footing
This close collaboration allows gevekom to implement technological innovations faster than many competitors, positioning itself as a pioneer in the contact center industry.
"It often feels like we’re one company. We don’t just throw out requirements and wait for them to be implemented. Instead, we work hand in hand, developing solutions together and benefiting from the experience and insights of the Dialfire team."
Conclusion:
Technology Meets Expertise
The partnership between gevekom and Dialfire demonstrates how cutting-edge technologies and close collaboration can drive innovation. Whether it’s automated installment adjustments or AI-powered assistance systems, gevekom sets new standards in customer service for the energy sector. Both clients and end customers benefit from more efficient and flexible solutions.
What’s Next?
Gevekom plans to further expand its collaboration with Dialfire by integrating AI and bots even more deeply into customer service.
André is confident:
"The future lies in combining technological progress with human expertise."
About gevekom
Founded
Almost 20 years ago as an outbound sales center.
Development
Now a versatile multi-channel contact center with 14 international locations.
Employees
Over 2,500
Services in the energy sector
- First-level customer service (voice and non-voice).
- Tariff consultations and contract management.
- Complaint management.
- Realtime meter readings
- Handling complex processes like installment adjustments or technical support inquiries.