CX in Utilities
Providing Consistent Customer Support
– CX Tech Solutions for Utilities
Enhance customer satisfaction and reduce operational costs with our flexible, 24/7 customer service platform.
The Utilities Industry
Business Needs of Utilities Clients
BUSINESS NEED
End-to-end Customer Relationship Management
Business Outcomes
Higher CSAT vs. Target
Our Solution
- An integrated BPO technology solution that seamlessly combines software, data, and knowledgeable agents who understand your service
- An entrepreneurial workforce that delivers industry-leading outcomes for our clients
- Project matching based on our agents’ skills and interests, meaning our agents are passionate ambassadors for the utility brands they represent
- AI tools and technology, like AI-Assist, that enable our agents to resolve customers’ queries with higher quality
BUSINESS NEED
Cost Efficiency
Business Outcome
Efficiency Gains
Our solution
- An AI-powered technology platform, meaning lower operational costs for our clients
- AI tools that support our agents and increase their productivity – every human agent has a digital assistant helping them to help customers faster and more accurately
- Call deflection technology through our Digital Agent
- Outcome-based pricing, meaning our clients only pay for productive hours worked
BUSINESS NEED
Technically Competent Workforce
More than
Business Outcomes
Agent NPS
Our solution
- Global agent pool, meaning we have access to the most qualified agents with a background in all types of utilities
- High level of technical competency, supported by our AI tools like AI-Assist and SmartReplies
- An agent pool with an average of 15 years’ experience, including technical experience for complex inquiries, such as meter readings
- Incentives for meeting and exceeding KPIs – agents are entirely focused on achieving a positive customer outcome
BUSINESS NEED
Sustainability and ESG
Business Outcomes
Lower CO2 Emissions vs. Traditional BPOs
Our Solution
- No physical call center buildings, as the yoummday model is fully digital
- De-centralized, fully remote workforce that works from home and does not commute to work – less air pollution and requirement to heat and manage office facilities
- Bronze certified ecovadis sustainability rating
- Agent pool with expertise in sustainability, supporting our clients with sustainability-focused projects
BUSINESS NEED
Flexibility and Scalability
Business Outcomes
Agents Scaled up During 2019 Energy Crisis
- Ad-hoc, immediate scale-up for demand peaks thanks to our flexible freelance model – impossible to achieve with a traditional BPO environment
- Additional mid-term planned scale-up during the project lifecycle thanks to our agent pool of utilities experts
- Call deflection technology to reduce call volume and enable agents to focus on more complex customer inquiries
- AI-based schedule adaptation on the yoummday platform, allowing for seamless updates to the shift plan
Results that Speak for Themselves
We work with leading clients from multiple industries
Solving Hiring Challenges in Sales – How yoummday Empowered a Startup to Scale Smart
1
myexit team member is all it takes to manage the entire project
90%
appointment setting conversion rate
2
hours from posting the project to interviewing the first agent
5
agents recruited in a single day
Boosting Sales Performance and Customer Experience with AI Assist
100%
GDPR-compliant, in-house data processing in Germany
20%
higher conversion rate for agents using AI Assist
43%
higher customer NPS within three months of using AI Assist
57%
boost in Agent NPS with AI Assist
Effective management of peak demand – delivering results with 50% budget savings
90
agents, proficient in 17 languages, onboarded in just 5 days
30,000
hotels contacted within the 20-day timeframe
53 %
of the budget used — proving the cost-efficiency of our service
0
fixed costs, 100% pay-per-contact
Scaling Multilingual Sales Teams Globally – Faster, Smarter, More Efficient
110%
of targets reached — outperforming the second supplier’s 47%
60%
cost reduction while delivering excellent value for money
100
agents projected by year-end
Scaling Customer Service in Hours – With Maximum Flexibility and Cost Efficiency
42
days from contract signing to live CX operations
#1
across all KPIs among the client’s CX suppliers
92%
quality rating based on client criteria
66
NPS agent satisfaction score
Agile CX for eCommerce – Scalable, Flexible, Ready When Needed
50%
lower hourly rates compared to traditional providers
30%
of inquiries are processed within 10 minutes
85%
customer satisfaction (CSAT)
83
Talent Net Promoter Score (NPS)
Unlocking Global Growth – Harnessing Expert Sales Strategies For Seamless Expansion
20%
Higher acquisition rates compared to other BPO suppliers
2x
faster workforce ramp-up than traditional BPO suppliers
1
month from project kick-off to full deployment
Unlocking Success – Surpassing Competitors with Outbound Sales Excellence
50%
conversion rate achieved in customers telco business
70%
conversion rate achieved in customers technology business
20%
reduction in customer churn versus other call center providers
Faster Hiring, Lower Costs, and Seamless CX – How AI & Freelance Talent Boosted Inbound Call Operations
20
interviews conducted in just one week
2
weeks from kick-off to project launch with yoummday
1
full-time employee is all it takes to manage the project
42%
cost reduction compared to previous solutions
Launching an Outsourced Support Team in Just 72 Hours
22%
higher conversion rates on outbound calls
20%
month-over-month increase in call handling volume
55%
improvement in cost efficiency over previous in-house operations
72
hours to fully launch an outsourced support team
24/7 Inbound Customer Care – Meeting Customer Demand Anytime
88%
quality score across expertise, soft skills, and service KPIs
40%
Reduction in average handling times (AHT)
100%
scale-up in 48 hours — enabled by agent incentives
89
NPS from talents on the client project
Real Businesses. Real Results.
The most efficient way to turn customer interaction into human loyalty
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