KeySpan Energy

CHallenge: under-utilization of low cost customer service channels

KeySpan Energy wanted to improve its customer self-service offerings to more effectively support its growing clientele. Although KeySpan had access to strong internal and existing vendor resources, key stakeholders felt it was important to get objective recommendations from outside experts. KeySpan needed a seasoned consulting firm to interview and work with existing resources, analyze existing systems and recommend improvements based on their experience and findings.

Solution: analyzing ivr and website consumer usage patterns to identify key feature enhancements

After an extensive search, KeySpan selected Digital Foundry’s Business and Software Consulting Services to lead the project.  Digital Foundry’s approach was to separate the project research into two tracks: the first was IVR research, and the second was Website and ERMS research. Joint analysis of the two tracks was then conducted to identify commonalities and coordinate a unified recommendation aimed at holistically improving KeySpan’s customer self-service offerings. Digital Foundry conducted interviews with key resources from KeySpan IT, Customer Service, Marketing and Operations to better understand how systems were being used internally, what impacts the system had on different departments and where feature enhancements were desired.