T&D World Magazine

Aquila Selects MITEM for Major Initiative to Enhance Call Center Customer Service Operations

Aquila Inc. (Kansas City, Missouri, U.S.) has selected MITEM Corp.'s (Menlo Park, California, U.S.) flagship application integration platform, MitemView, to integrate multiple applications used by call center customer service representatives (CSRs). With this project, Aquila is seeking to enhance customer service and streamline workflow in its call center environment.

Aquila operates electricity and natural gas distribution networks, serving more than 1.3 million customers in seven U.S. states.

“We view this investment in MitemView as a strategic initiative that will help enhance our customer service level to an industry-leading standard. MITEM has a solid track record and reputation for improving call center operations for public utilities,” said Brett Carter, vice president of central services for Aquila.

MITEM will integrate multiple legacy applications for Aquila and create a new Windows-based graphical user interface (GUI) that will ultimately be used by more than 200 CSRs. A CSR using the new GUI will be able to query up to nine different applications, avoiding the need to navigate and reference cumbersome mainframe screens. Aquila's specific goals for this project are to significantly enhance customer service through reducing average customer call handle time, decreasing training time, and raising quality and accuracy of work by call center personnel.

“Aquila required a solution that would not be disruptive to their existing infrastructure and would be adaptable to future technology choices,” said Bill McDonald, senior manager of call center solutions for MITEM. “During the due diligence process, Aquila relied on references from our large utility customer base to help make the decision to use MITEM software and professional services for this large-scale project. With the addition of Aquila, our customer list in the public utilities market includes Consolidated Edison, American Electric Power, Entergy, Baltimore Gas & Electric and EDF Energy.”
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