Case Study: Istanbul Water and Sewage Administration (İSKİ) cuts lost calls from 30% to 5% and boosts customer satisfaction with Genesys

Istanbul Water and Sewage Administration (iSKi)

Istanbul Water and Sewage Administration (İSKİ) is the public utility serving about 4 million households in Istanbul. Faced with fragmented communications—calls coming into 25 different switchboards while customers increasingly used SMS, e-mail and other channels—İSKİ needed a centralized, easy-to-use contact center that would integrate with its Oracle Siebel CRM, improve handling efficiency, reduce lost calls and provide faster, more detailed reporting.

Genesys, together with Alcatel‑Lucent Enterprise and SISTAŞ, implemented a unified contact center (Genesys GVP, Inbound/Outbound Voice, E-mail, G‑Plus for Siebel) and a single 24/7 customer line (ALO 185) that routes voice, SMS, e-mail and fax, provides CRM screen‑pop and call recording, and supports outbound satisfaction surveys. Since deployment lost calls have fallen from 30% to 5%, average call duration has decreased, agent efficiency and reporting have improved, and customer and staff satisfaction levels have risen; the solution now supports about 70 agents with scope to expand.

iSKi

Zekai Hayrioğlu

Development Coordinator, İSKİ