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IBEDC Case Study

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Nurturing better relationship with customers
An IBEDC case study

Overview

IBEDC wanted to become closer to their customers, as well as wanted their customers to be closer to them..

Project Manager

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IBEDC is the largest electricity distribution company in Nigeria. IBEDC formally came into existence on 1st November 2013 as part of the unbundling of the electricity sector. We cover the largest franchise area in Nigeria, made up of –Oyo, Ogun, Osun, Kwara and parts of Niger, Ekiti and Kogi states. To ensure effective and competent management of such a large network, we are organized into five regions, namely Oyo, Ibadan, Osun, Ogun & Kwara regions, the regions are made up of Business Hubs. Each region is manned by a Regional Head and supported by Regional Commercial and Technical Managers.
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Requirements

Our solution

Managing issues from over three million customers spread across seven states wi.
Helpdesk Portal - A fully integrated service automation system with effective tracking, agent performance and escalation process in place.
Customers do not have the time to visit the service centers to state their various complaints.
Customer Portal - A customer portal where customers can login to the system log their complaints and track progress, right from the comfort of their homes or offices.
Social Mobility - Customers need to have the ease to work from any channel of their choice, without being limited by location, platform or device.
Provide an omnichannel across platforms for customers to communicate via social media or mobile app.

Results:

IBEDC can track and respond faster to customer’s needs, while customers can quickly reach out to IBEDC.
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