Central Hudson Brings New Customer Service Desktop Online, Leverages Jacada Customer Experience Solutions
More efficient desktop environment enables CSRs to improve effectiveness and deliver better customer service to Central Hudson customers
ATLANTA and POUGHKEEPSIE, NY – January 12, 2010 – Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations, and Central Hudson Gas & Electric Corporation, a regulated gas and electricity provider serving approximately 374,000 customers in eight counties of New York State's Mid-Hudson River Valley, today announced the implementation of the Unified Service Desktop, a solution based on the Jacada WorkSpace unified desktop platform.
Central Hudson utilizes a legacy mainframe platform and the acquired knowledge of its customer service representatives to navigate the customer management process. The utility sought a solution that would reduce training cycles and enhance customer satisfaction through the implementation of state-of-the-art customer information technology and improved work processes. The rollout of the new desktop represents the culmination of an in-depth business process optimization project, which leverages the existing data structure while simplifying some of the desktop complexity. In addition, Central Hudson expects to see an improvement in call handle times.
"We knew if we could streamline Central Hudson's overall operational processes, we would keep costs down while still delivering the highest level of customer service," said Charles Freni, senior vice president for Central Hudson. "The new desktop and process improvements implemented by Jacada provide us with the first step toward a greater degree of inherent operational intelligence, so that we can capture more details about the CSR activity, and thus be able to better manage our operations."
"We worked very diligently to learn all we could about how Central Hudson ran its customer service organization," explained Alan Germain, director of professional services for Jacada. "Because Central Hudson considers its call center the epicenter of customer experience, Jacada created an environment which fosters a truly streamlined, automated customer interaction. Our solution helped them become a true 'one stop shop' for customer service requirements while eliminating the need for manual processes or repetition of information."
About Central Hudson Gas & Electric Corp
Central Hudson Gas & Electric Corporation, a subsidiary of CH Energy Group, Inc, is a regulated transmission and distribution utility serving approximately 300,000 electric and about 74,000 natural gas customers in eight counties of New York State's Mid-Hudson River Valley, and delivering natural gas and electricity in a 2,600-square-mile service territory that extends north from the suburbs of metropolitan New York City to the Capital District at Albany. www.centralhudson.com
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