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Nexant Sets Industry Milestone for Rebate Processing and Customer Service

Posted By Katy McSurdy, Friday, October 19, 2018

99% of rebate applications processed in less than one week, industry-leading 5-second average speed of answer

SALT LAKE CITY, UT, October 18, 2018—Nexant’s Rebate Processing and Customer Care Center set an industry milestone in 2018 by processing and fulfilling 99% of utility program rebate applications in less than one week, dramatically reducing the industry standard processing time of 6-8 weeks. Nexant is working closely with multiple utility clients to achieve same-day application processing for post-purchase customer programs including residential, low income, upstream, business, small business, retro-commissioning, and new construction.

Nexant’s Rebate Processing and Customer Care Center in Salt Lake City has developed smart processes using Nexant’s iEnergy software platform to enable efficient onboarding for new utility programs; rapid deployment of processing, call center, and check issuance services; and an environment of continuous improvement. As a result, Nexant is now providing an unprecedented level of service for 26 utility partners, and 77 customer facing programs.

“We recently began work with three new utility customers based on our industry-leading proficiency and the expertise of our Salt Lake City team,” said Brad Pierce, Vice President of Utility Services. Nexant has significantly increased staff for call center and customer care services to support new utility clients, and expects total growth to be over 40% by the end of the year.

“We are very excited to offer industry-leading performance in rebate management, application processing, and call center services to utility clients. Enhancing and strengthening engagement with customers on behalf of utilities is a strategic, long-term focus for Nexant. Utilities that employ our software platforms and the Rebate Processing and Customer Care Center in Salt Lake City benefit from rapid rebate payment timelines, nearly instantaneous access to live representatives, and improved customer satisfaction,” said John Gustafson, CEO of Nexant.

Nexant’s iEnergy software platform, rebate management, and customer care services range from concierge-level customer service to energy program outreach, feedback surveys, and application processing and assistance. Nexant maintains call services in excess of industry standards and provides a 5-second average speed of answer and less than 2% abandon rate across all customer service queues.

About Nexant

Nexant is a premier provider of technology enabled solutions to the Utility and Energy Industry focused on the next generation intelligent grid, distributed energy resources, and the digital customer experience. Operating from 25 offices in the U.S., Europe, the Middle East, and Asia, the company's team of industry professionals has completed more than 5,000 engagements in over 70 countries. Nexant’s customers include over 120+ utilities, energy organizations, and transmission and distribution system operators. We work with 50+ iEnergy software customers and 300+ chemical and petroleum majors, financial institutions, and Fortune 500 companies. If you would like more information about this topic, please call Clair Sweeney at 801.639.5601 or email at csweeney@nexant.com. www.nexant.com

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Tags:  call center  customer experience  Energy Efficiency  press release 

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