Introduction
Clearview Energy, a leading provider of clean energy and electricity, has made its primary mission to protect our environment by ensuring its customers have access to affordable clean and
renewable energy options. As a fervent supporter of wind, solar, and hydroelectric energy, Clearview works to sway its US consumer base away from fossil fuels and toward a more
sustainable future.
The Challenge
Prior to partnering with Centris Information Services, Clearview Energy was facing a number of difficulties. Extended hold times combined with an 18% call abandonment rate were tarnishing the company’s reputation and causing customer satisfaction to plummet. For instance, while customer call centers are encouraged to keep wait times under two minutes, Clearview’s customers were experiencing waits twice that long (at an average of four to five minutes). Additionally, extravagant fines were being issued for numerous regulatory complaints. It was clear: improved internal processes, proper training, and quality control standards were needed. For Clearview Energy to retain customers and comply with industry regulations, a total makeover was required.
The Solution
With the strategic guidance of Centris, Clearview Energy was able to address the problem areas and devise a comprehensive plan that would enhance its credibility. This was made possible by implementing a new, efficient operational procedure and providing comprehensive business training. Centris played a pivotal role in Clearview’s success by significantly reducing training time from 3.5 weeks to just 1 week, enabling the company to onboard employees faster and more efficiently. Centris empowered Clearview to enhance service delivery and uphold high standards. The partnership also fostered continuous improvements through close collaboration, advisory support, and real-time feedback. Centris showcased its adaptability in technology integration by offering a range of options for call handling and customer data management, ensuring a tailored solution that met Clearview’s unique needs. Notably, the entire transition was completed within two to three weeks, providing Clearview with a swift and seamless solution that bolstered its market position.
Outcomes
Metric data shows the tremendous benefits Clearview enjoyed through their partnership with Centris. The call abandonment rate dropped from 18% to almost 0%, administrative complaints dropped from 180 to practically 0%, and potential legal risks or fines were averted. Service levels increased from 44% to 90%. With Google review ratings skyrocketing from two stars to five stars and customer attrition falling from 12.5% to 4.2%, customer happiness and attrition improved. Improvement in customer retention and overall success led to higher closing rates and longer customer lifetimes. Thanks to this outstanding achievement, Clearview further solidified its market leadership in its first year of engagement with Centris by winning the prestigious Retail Marketer Award, a testament to the partnership’s success.
Added Benefits
Clearview’s partnership with Centris was a transformative process, leading to an expansion of services that now include outbound sales, welcome calls, and third-party verification, further
optimizing Clearview operations. Centris has also provided invaluable disaster recovery support during unforeseen events, ensuring customer service remains uninterrupted. Kelly Habbas, their COO, shared his enthusiasm for the ongoing collaboration, stating, “I’ll be a customer for life… Whether I’m here or somewhere else, Centris will always be my go-to.” He highlighted the deep integration of Centris into our team, saying, “We don’t call you Centris anymore, you’re part of us.” This testimonial speaks volumes about the trust and seamless partnership we’ve built with Centris, making them an indispensable part of our success.
The Result
The partnership between Clearview Energy and Centris has proven to be a resounding success, marked by significant advancements in customer service, regulatory compliance, and operational efficiency. Clearview Energy’s position as an industry leader in customer service is a testament to the innovative and flexible solutions provided by Centris. As we look forward, both Clearview and Centris are committed to continuously exploring new strategies to enhance customer service and operational performance further, ensuring sustained growth and success in the energy market.
Summary
Partnering with Centris offers prospective clients a unique opportunity to revolutionize their customer service and operations. With our tailored nearshore outsourcing solutions, we deliver
measurable results and pave the way for long-term success. As Habbas stated, “Centris will always be my go-to, as they have become an integral part of Clearview’s team. We don’t call you Centris anymore; you’re part of Clearview’s team.”
