Eversource 2005 Annual Report Download - page 12

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DELIVERING PROUD, STATE-OF-THE-ART CUSTOMER SERVICE
Customer Services Integration Project
Kevin Charette Customer Services Integration Project Director
Responding to customer calls and inquiries, and reaching out to customers
with valuable information and research, is key to business success. We are
consolidating and integrating Customer Service functions across NU to improve
service, reduce costs and help grow our business. Six call centers will transition
to two and be virtually operated as a single center, staffed by NU customer
service professionals. Wearealso converting three online Customer
Information Systems to one.
The result of this four-year project is expected to be approximately $10 million
in annual savings, ‘best practices’ shared across our businesses, state-of-the-art
facilities and technologies, and improved major storm response. We will
be opening the new Connecticut Call Center in June 2006 and the project
will be fully completed in the fall of 2007. Putting customers first ensures
business success by delivering results for both customers and shareholders.”
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