Yuno Group Ireland
The future of Energy Ireland
Yuno Group Ireland is a leader in the utility secure with brands like. PrepayPower , Yuno and Kaizen energy.
“We chose Workair because of the breadth of technologies that they offer, including the custom software that they can put on to enhance the 8×8.
But really the reason why we went to Worker was because they’re committed to working with us as a partner and not a vendor.
I suppose that was that was proven throughout the whole delivery cycle where they were right beside us during during the the full implementation to make sure the solution that we were being delivered matched what we needed, right down to the full and excellent onsite support they did during the days of actual go live implementation, which was really superb to have something like that by your side.
When you have a partner that you can regularly check in with and pick up the phone and, and have a conversation with, whether you need any escalation or even if it’s just a bit of advice around what to do with a certain software or platform, they’re always there.”
Darren Murray
Head of Customer Experience at Yuno Energy and PrepayPower
Challenge:
Like most utility companies, Yuno face seasonal spikes in customer inquiries. They wanted to manage these fluctuations and enhance their customer support. By partnering with Workair, they leveraged our technology solutions and on-site support to optimise customers experience and streamline communications.
Before:
Seasonal call volume surges, especially during winter, posed significant challenges for Prepaid/Yuno’s contact centre..
Needed a technology solution that could adapt to rapid changes in customer service requirements.
High demand for efficient and flexible customer communication methods.
Existing systems lacked the scalability and responsiveness necessary for dynamic customer interactions.
After:
Implemented Workair’s technology suite, featuring enhanced 8×8 software tailored for utility industry needs.
Secured a partner in Workair committed to ongoing support and rapid-response troubleshooting, including on-site assistance on launch days.
Achieved a seamless customer experience by future-proofing communication channels, enhancing connectivity and reducing costs.
Established a reliable, innovative system that aligns with Yuno’s goal of operational efficiency, helping meet evolving customer needs.
Process:
Needs Assessment: We evaluated the call volume patterns, technology needs, and service goals.
Solution Customisation: We provided custom software enhancements on the 8×8 platform to fit Yuno’s specific requirements.
On-Site Support: During the launch, we provided on-site representatives to ensure a smooth rollout, with immediate troubleshooting if needed.
Ongoing Partnership: We continue to support Yuno with regular check-ins, advice, and escalation options, fostering a responsive and collaborative relationship.
Conclusion:
By partnering with Workair, Yuno successfully navigated the challenges of fluctuating call volumes and complex customer needs. Workair’s proactive approach and innovative solutions empowered Yuno to deliver exceptional customer service and adapt swiftly to future demands, positioning them as a future-ready leader in the utility space.
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