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At CRC, we are very fortunate to provide services to 234 electric utilities across
the United States. WE value the relationships we have developed with each of them, and
we work extremely hard to provide exceptional service so that we can maintain these
relationships.
Here are just a few words from some of our customers, which we hope demonstrate
the benefit of partnering with CRC.
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The Testimonial of Blue Ridge EMC
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Blue Ridge EMC - Lenoir, North Carolina
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Blue Ridge began forwarding calls to CRC in November of 2001. To get the systems in place, it was necessary to work with CRC and NISC for some changes that would give CRC information that the generic export was not providing and have it transferred automatically on a daily basis. In short, the assistance provided by CRC was great, and we were able to accomplish these objectives relatively quickly.
After working through the normal star-up issues, we have found the service to be quite valuable. The "abandoned call rate" for the after hours period has dropped from around 18% to around 1%. Our communications center has been able to shorten its day by 1 hour, and the fact that CRC is available 24 hours a day has all but eliminate the overtime for our call center. The Blue Ridge dispatchers appreciate the fact that CRC is always available to take outage calls and feed them into our NISC outage systems. In the past it was necessary to call one or more people to come in to answer phones if there was a large outage. Most of the time it was ½ hour or so before someone would be in place during which time many callers were unable to get through to us.
The other services provided by CRC such as giving information, creating tickets for credit card payments, address changes, etc. are an advantage to our members that might have been in the 18% that were unable to get through on the phones before CRC was there.
Judy Raby, Director of Work Management
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