“Minerva CQ is like a one-stop-shop …I don’t need to see several browser windows/tabs…because most of it is presented to me on the Minerva screen in an organized manner!”
- Technical support rep @Enel X Way
Enel X Way uplevels its CX as competition heats up in the fast-growing EV industry
Challenges
Enel X Way, a subsidiary of multinational Fortune 200 renewable energy provider Enel Group, is the electric mobility leader dedicated to developing innovative home and commercial electric vehicle charging solutions. With over 193,000 charge ports in North America and 500,000 worldwide, they're on a mission to accelerate EV charging infrastructure and adoption to help people, companies and cities make the transition to clean electrification.
Enel X Way wanted to uplevel its CX as competition heats up in the fast-growing electric vehicle industry. To do this it needed better tools for its customer service representatives (CSRs) to stay focused on the customer and:
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Reduce average handle times (AHT)
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Improve first contact resolution rates (FCR)
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Accelerate agent onboarding times
Solution
Minerva CQ was chosen “to raise the Company’s global mobility CX even higher…and allow (CSRs) to do what (they) do best and focus on the customer,” said an Enel X Way exec.
Enel X Way deployed Minerva CQ and was able to consolidate five different systems of record into one screen. Here's how it works.
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Before the call, Minerva CQ surfaces the customer’s information to personalize the interaction and avoid timely manual searching.
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During the call, Minerva CQ provides a ‘keyboard-less’ CSR experience that grabs, consolidates, and presents relevant information and workflows to CSRs during the customer conversation. As the conversation progresses Minerva CQ provides dialogue suggestions, behavioral cues, and knowledge surfacing.
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After the call, instant auto summary with AI-generated NPS and CSAT score is provided, along with sentiment progression, call drivers, and key decisions made. CSRs review the post call summary for follow-up work items and self-coaching. Supervisors and QA leaders also review post call summaries.
Results
In the first 30 days, Enel X Way was able to achieve a +13% improvement in first contact resolution (FCR) and -44% reduction in average handle time (AHT). The company made marked improvements in calls about installation, shipping status, cancellation, and inventory. The company estimates it can drastically reduce agent onboarding times by up to 75% with Minerva CQ.