Blue Casa Communications

Blue Casa Communications provides calling plans, bundled services, and local anlong distance home telephone services exclusively to California residents. Blue Casa came to market after the government passed laws that give local exchange carriers the opportunity to compete with traditional phone service providers. The core value of Blue Casa is defined in their passion for differentiating the customer experience they provide intersected with great pricing.

Additionally, Blue Casa is committed to investing in technology that will give the company competitive advantage and the customer an outstanding experience. This case study outlines how RiverStar became an integral part of Blue Casa’s vision, technology platform and how the solution gives each customer a unique experience when interacting with the Blue Casa team.

Situation

During the initial years of Blue Casa, customer service agents were trained to use a CRM package made for the Telco industry. This package is industry specific and was designed to enable provisioning, billing and service to their customers. Although this solution provided a usable and functional interface, the processes for which the customers were given the best care were not ideally met in this scenario. It was quickly concluded that a process based tool was needed that would give each customer a consistent treatment by triggering rule specific dialogs based on the purpose of the call.

Additionally, Blue Casa wanted to enable a self care platform on their web site that would be easy to use, multi-lingual and process driven. Overall, the solution had to be highly scalable, hosted, easily maintainable, quick to develop, flexible to the ever-changing business rules and designed for easy editing of agent scripts.

RiverStar Solution

To kick the project off, RiverStar worked with Blue Casa to develop the requirements for both an agent facing and a web self service customer experience platform that provided consistent treatment of customers across all interaction channels. The solution was designed to integrate with the existing CRM and legacy infrastructure of Blue Casa to minimize system and core business functionality changes. Because the CRM package held key customer and phone usage data, the new solution was required to interface with this system to bring customer data to the RiverStar desktop.

RiverStar Studio™ was used to develop the Blue Casa agent desktop that pulled together agent scripting, rules based interactions, real time data dips to and from the CRM, and a process design made for customer satisfaction opportunities. The resulting applications gave Blue Casa a unified agent desktop and an eCare web site used for self service.

The solution was originally hosted in the RiverStar environment and later migrated to Blue Casa. The RiverStar agent desktop is used by more than 125 concurrent agents across two call centers. The eCare platform services thousands of customers at any given time for bill payment and history retrieval.

Results

As a result of implementing the RiverStar solution, Blue Casa realized:

  • A 25% increase in customer First Call Resolution (FCR)
  • A 9% reduction in Average Handling Time (AHT)

In addition, the new platform is handling 60,000 inbound and outbound calls per month between two contact centers. Today Blue Casa continues to optimize the solution by updating the scripts to improve the customer experience and drive costs out of every transaction.

blue-casa

Industry: Telecommunications

Location: Santa Barbara, California

Revenue: $5 to $10 million (USD) per year

Call Centers: 2

Employees: 125