The Client is the sole electric power distribution company for one of the cities in the Central Philippines. Founded in the 1920s, the company primarily serves a metropolitan area consisting of more than 54,000 households and commercial establishments.
In 2013, the Client faced a number of business challenges that prompted a thorough review of the company’s internal processes. An increase in the frequency of power outages and multiple billing disputes caused a spike in consumer complaints. This, in turn, overstretched the company’s customer welfare desk, leading to long hold times and request backlogs.