MITEM® Announces Customer Service
Framework for Public Utility Call Centers
New application has established
track record of improving customer service and reducing
operating costs at a top rated public utility
MENLO PARK, CA – March 19, 2003 - MITEM Corporation today announced
the immediate availability of Customer Service Framework (CSF), a software
product that is proven to reduce operational costs and improve customer
service in a public utility call center environment. This solution is
composed of two key elements: MITEM's integration platform, MitemView,
and an adaptation of Baltimore Gas and Electric's (BGE) industry-acclaimed
call center desktop application. MITEM has purchased the exclusive rights
to BGE's call center application and will provide turnkey implementations
of CSF to other public utilities for mainframe-based Customer Information
Systems (CIS).
BGE developed a sophisticated graphical agent desktop to replace the
cumbersome workflow of its mainframe-based CIS. BGE used MitemView to
provide real-time integration and new functionality between the mainframe
system and the agent desktop. This new call center operating environment
has streamlined the agent workflow by combining discrete functions into
automated processes that provide a single customer view and integrate
with legacy databases, image and telephony services for one-click access.
This solution is considered the crown jewel of several initiatives that
have transformed the BGE Call Center into one that was voted #1 in customer
service nationwide by a 2002 J.D. Power and Associates satisfaction
survey of mid-size business customers.
“The productivity increases and cost savings we have realized
from the new system are saving us more than $1 million annually. I have
been with BGE for 33 years and have seen every new system come and go.
This new agent desktop that we built with MitemView is the best project
I have been involved with. It did what it was supposed to do and met
all performance expectations - a rare achievement," stated Tom
Pelligrini, director of customer service at BGE.
BGE's call center went live with the new agent desktop in November
of 2001. Since its introduction, call handle times have dropped an average
of 20% and the average cost per call has been reduced more than 30%.
For certain routine transactions, like a bill payment, the handle time
has dropped by around 70%. BGE has reported that new agents can now
be productive in only 2 weeks. In addition, data error rates have been
reduced because previously manual processes are now fully automated.
With the general availability of CSF, MITEM expects other public utilities
will realize improvements in customer service and cost savings similar
to those achieved by BGE.
"We have already firmly established MitemView as an integration
platform in more than 15 public utility call centers in the U.S and
Europe. By offering a pre-packaged solution like the Customer Service
Framework, MITEM is providing the rest of the industry with a fast path
to the same operational benefits," stated Ed Wetherbee, vice president
of sales for MITEM.
About Customer Service Framework
MITEM’s Customer Service Framework (CSF) is designed to increase
customer satisfaction by transforming every call center agent into an
expert user. CSF provides automated workflow, improved ease-of-use,
expert assistance and real-time integration with disparate customer
systems. CSF has been proven to lower operating costs, particularly
in the areas of ramping new hires and staff productivity. CSF can be
installed, fully configured and deployed in six to nine months, which
compares favorably to the significant capital cost and effort of implementing
a new customer information system. Public Utilities that are uncertain
of a major CIS replacement project in light of restructuring, or those
considering improving their service levels with a packaged CRM solution,
should consider CSF instead.
About Baltimore Gas and Electric Company (BGE)
BGE is a member of Constellation Energy Group (NYSE: CEG). A Fortune
500 company based in Baltimore, Constellation Energy Group owns energy-related
businesses, including a merchant power business that serves electrical
load for wholesale and commercial and industrial customers in North
America, and the Baltimore Gas and Electric Company (BGE), a regulated
delivery company which serves more than 1.1 million electric customers
and more than 600,000 natural gas customers in central Maryland. At
year-end 2002, Constellation Energy Group reported revenues of $4.7
billion and assets of $14.1 billion.
Contact:
MITEM Corporation
Andy Nelson
650.323.1500
pr@mitem.com
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