Accenture announced extension of an outsourcing deal with Enbridge Gas Distribution to provide BPO services to its customer care operations.
The original agreement, which began in 2007, has now been extended twice, this time for two years through 2019.
The scope of the customer care BPO contract extension includes enhanced strategic and operational services, said Accenture.
As per the BPO deal, Accenture will leverage its utilities digital capability to help Enbridge achieve improvements in customer satisfaction and better customer experience, first call resolution to customer inquiries.
“This agreement is a win for Enbridge, Accenture and our customers as the expected strategic and operational benefits will help us meet aggressive targets for greater customer satisfaction and experience,” said Jamie Milner, vice president, Market Development and Customer Care, Enbridge.
Digital technology opens up a range of new opportunities to better serve Enbridge customers. Some potential key areas of focus include opening new channels for customers to interact with Enbridge through text, email, web, mobile, enhanced e-bill and self-serve opportunities.