Prices are fluctuating as much as service performance. And whenever customers are presented with more options, exceptional customer service stands out. Many customers prefer a utility company that provides a more satisfying customer experience over one whose similar offer is less expensive. In effect, they are willing to “pay a premium” for better service. And it almost goes without saying… you never get a second chance to make a first impression. All it takes is one bad customer service experience, and you could lose a customer forever. In fact, 61% of customers say they’d switch to a competitor after one bad experience.
CleanChoice Energy, a cleantech company, wanted to move away from an existing CX partnership that wasn’t bringing the expected sales opportunities, strategic thinking, or effort required of a fast-growing energy provider. They looked to Ubiquity as a challenger to help identify, develop, and drive efficiencies and increase sales KPIs.
After deep dives with CleanChoice field agents, Ubiquity revamped the sales strategy and talking points, increasing conversions nearly 5% in the first month. Ubiquity auditors also resolved a process issue that was creating bottlenecks in the queue, especially during peak volumes. This led to a 30% reduction in Average Handle Time (AHT) and a 35% overall conversion rate, which allowed CleanChoice to double the size of the sales force within three months.
Our solutions cater to the unique demands of the environmental services industry, including pest control, recycling programs, and tree & lawn care services. With a focus on operational excellence and customer engagement, we seamlessly adapt to the seasonality of your business, ensuring efficient and effective support across all seasons.
Kristen McCarthy
Executive Director for Sales, CleanChoice Energy
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