Salt River Project IVR Enhancements Increase Self-Service Rates

Salt River Project (SRP) partnered with Interactions to develop and implement a series of enhancements to its IVR functionality, including the development of an intuitive and adaptive system that can assist customers in completing many tasks over the phone without requiring a live Customer Service Representative. The resulting enhancements increased IVR call containment and improved the customer experience, and the utility has continued to add functionality.

SRP began to look for a better automated system that would be able to handle more than two million calls per year.

The utility also wanted to:

  • Support the company’s stated goal of being an industry leader in customer service
  • Reduce SRP’s reliance on seasonal CSR hiring
  • Enable proactive outage confirmations through self-service
  • Free more CSRs to handle critical issues for customers, and give customers quick access to CSRs when necessary

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