About Puget Sound Energy

Puget Sound Energy (PSE) is Washington state's oldest local energy utility providing electrical power and natural gas primarily in the Puget Sound region, United States.

They serve electricity to more than 1.1 million customers and provides natural gas to 750,000 customers. PSE’s 6,000-square-mile (16,000 km2) electric and natural gas service area covers the largest metropolitan region north of San Francisco and west of Chicago.

Key Challenges

PSE strive for the best in customer service, but since implementing CR&B in April 2013, they were experiencing increasing Average Call Handling times, and a backlog of business exceptions. Without a customer-centric view of exceptions, it was taking the front- and back-office agents too long to collect customer information for the 2 million calls and 70,000 emails that they receive each month.

They needed a solution that would reduce the number of CR&B data exceptions and improve ACH times by providing agents with a customer-centric view. And they needed it fast - it had to be implemented and stable before 'storm season' hit in October.

How did we help?

Basis Technologies provided a solution that would reduce the frustration for the users and 1.1 million customers. BDEx provides PSE with the ideal tool to stabilize and reduce exceptions.

What was achieved?

The implementation of BDEx provided a unified view of all issues relating to an account, along with the ability to solve issues quickly and has resulted in a reduction of average call handling times and improved efficiency of exception resolution.

This lead to a higher percentage of customer calls being resolved the first time, improving their customer satisfaction, something that would not have been possible without the use of BDEx.