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Customer Solutions
Call Volume
Customer ExperienceContacts Per Customer
Average 3
1778_JE_Investor Day flyers_CS_ENG_V16_SEP_6_18
Daily 11,356Weekly 56,112
Customer Solutions is emerging as a new Value Added Products sales channel:1
NPScSAT (relationship)cSAT (transactional)
29.881%75%
ecobee JustGreen
10,43217,528
FilterEasyVivint2
3053,350
Skydrop sales wentlive in August 2018!
1. Period: April 1, 2018 - July 31, 2018. 2. Transfers only.
94% Customer Care6% Sales & Retention
In the last 4 months, there have been 312,755 self-service transactions.
First Call Resolution We address 89% of our customer's needs the very first time they call us.
In the last 4 months, Customer Solutions (CS) has acquired 17,380 new customers and saved 33,475 customers from churning.
FY18 Received 3,344,630 calls. On average, a call lasts 456 seconds. That's the equivalent of 104 years of continuous talking!
18,001 calls received on February 5th, 2018. 225% higher than our daily average.