Case Study: Centrica reduces call volumes and improves customer satisfaction with IMImobile Webex

How Centrica transformed its customer service experience with IVR call deflection

Centrica, a major energy supplier with over 9 million customers, faced the challenge of handling a high volume of inbound calls that resulted in long wait times. To address this, they partnered with vendor IMImobile, utilizing the Webex platform to shift their customer service strategy towards digital channels.

The solution implemented by IMImobile involved integrating SMS and WhatsApp Business into the contact center via Webex Connect and Webex Engage. This allowed for automated data capture and routing, enabling agents to manage interactions from a single platform. The results were significant, with 5% of customers now choosing WhatsApp and digital users reporting high satisfaction, including NPS scores reaching +60. This shift to digital channels successfully reduced inbound call volumes, lowering costs while meeting customer demand for more choice.

Centrica