Case Study: E.ON reduces customer implementation time by 25% with Staffino

How E.ON Reduced Customer Implementation Time by 25%

E.ON partnered with Staffino to track large volumes of customer interactions and find ways to improve service quality. The company needed a better way to spot cases that were not being followed up effectively and to understand the main drivers of customer dissatisfaction across its call centre operations.

Using Staffino Standard Feedback, NPS, and FCR, with fully automated SMS/email feedback collection via API integration, Staffino helped E.ON identify delayed cases instantly and manage them more efficiently. As a result, E.ON reduced customer implementation time by more than 25%, from 21 days to 15 days, while also gaining faster, more specific insight into agent performance.

E.ON

Pavel Tesař

Director of Call Center