Case Study: Simply Energy achieves faster, more consistent customer service with Panviva and Stellar

Stellar - Customer Case Study

Stellar partnered with Simply Energy, one of Australia’s largest energy suppliers, to help support a new operations center as the company entered the Victoria energy market. Simply Energy needed to keep customer information consistent and current, follow front- and back-office processes correctly, reduce data entry, improve efficiency and traceability, and meet strict utilities compliance requirements. The solution used Panviva’s Cloud knowledge management system.

Stellar implemented Panviva to centralize knowledge, guide agents with real-time, GPS-like support, and improve training, change management, and quality monitoring. The result was faster and more accurate service delivery, including a 25% reduction in average call handling times, a 50% reduction in floor support, and a 60% reduction in speed to competency. Panviva also helped Stellar and Simply Energy improve customer insight, compliance, and first call resolution through timely updates and better agent performance.

Stellar