CLP Power Hong Kong Limited (CLP) is the principal subsidiary of CLP Holding, and is the largest electricity company in Hong Kong. First established in 1901 as the China Light and Power Limited, they operate an integrated electricity generation, transmission and distribution business.
CLP operates an 80 seat Customer Interaction Centre (CIC) in Hong Kong to service its local customers across the vast majority of Hong Kong’s geography.
The business issue
CLP desired greater efficiency and effectiveness in their CIC operation. CLP wanted to focus on both demand management and resource management simultaneously to deliver higher levels of service to customers.
CLP also embarked upon a major CRM implementation and required contact centre specific inputs for the CRM application design phase.
The Sagatori solution
Sagatori worked with CLP to assist in the identification of the greatest business benefit projects, where benefits would be realised within a short timeframe. As a result Sagatori worked with CLP across three distinct projects:
The results
The results of Sagatori’s work with CLP was very clear and tangible. The results included:
CLP’s CIC also won multiple awards in 2006 including:
Sagatori delivered multiple projects for CLP over 12+ months.
These various projects delivered the following results.
Technology
Human
Environment
Management
Staff involvement from:
- Simon Kriss
- Natalie Raso
- Tim Wade