Sentient have been working with Perlico since Aug 2007, providing their self service channel and the automated voice surveys service. The standard payment and account query functionality has been augmented with order and fault tracking options. By providing meaningful information Perlico is reducing the need for callers to speak to live agents and setting realistic expectations for customers regarding order delivery or fault status. Sentient also provide a hosted payment and account management service to Smart Telecom.
Utility
Bord Gais Energy Supply are the Irish Gas Utility and have over 600,000 customers across Ireland. Sentient have been working with BGES since early 2007 and handle large volumes of their account query, meter read and bill payment calls. Close partnering and cooperation has enabled Sentient to refine and improve the service to ensure maximum caller satisfaction and at the same time increase the % call containment.
"From the functional design phase to implementation and delivery the entire process of the IVR service going live was exceptionally smooth. The speed of implementation of this solution was impressive with a less than 2 month project time. The project was well managed from the outset, today the service is handling more than 25,000 calls per Month with an average 25% payment conversion rate.
As the IVR also facilitates debit card payments another level of convenience is delivered to our customers at a significantly lower transaction cost.”
Tracy Kennedy, Customer Services Manager, BGES
Sentient recently launched the VPay service with Panda Waste, Panda operate waste management and collection services in Leinster and have over 40,000 domestic and 1,000 commercial customers, Panda are The biggest EPA licensed timber recycler and the largest paper and cardboard recycler in Ireland. Panda's high standards were reflected in the company being crowned “Recycling Operator of the Year 2007
Financial Services
Sentient has a long standing relationship with Bank of Ireland, Ireland's second largest retail bank. In 2005 Sentient was prime contractor on the design development and delivery of the Banking 365 telebanking solution on behalf of the Direct Banking division, the solution handles millions of calls per annum and has industry leading satisfaction and containment metrics. Sentient continue to support the application and advise Bank of Ireland on their phone self service strategy
Permanent TSB a subsidiary of Irish Life Group have used Sentient services to augment their in-house IVR services, tactical requirements such as automated telephone support for mail shots and customer satisfaction research were supplied on a hosted basis giving flexibility and rapid deployment.
Business Process Outsourcing
BPO is a fast growing sector and highly dependant on efficient contact centre operations, Abtran and SWS are two of the leading BPO providers in Ireland. Both have chosen IEX Totalview to forecast, schedule and roster call centre agents and back office staff.
“Abtran chose to work with Sentient based on their ability to listen to our business requirements in the area of workforce management and then demonstrate the flexibility to meet these requirements through the hosted TotalView Workforce Management System. Abtran believe in working in close partnership with our Technology partners to achieve long term sustainable success for both organisations”
