CitiPower/Powercor are Victorian Electricity Distribution businesses owned jointly by Cheung Kong Infrastructure Holding Limited and Spark Infrastructure. CitiPower/Powercor’s contact centres service over 1.7 million customers across Victoria and provide services to ETSA Utilities, the Electricity Distributor for South Australia.
As the supply of electricity is an essential service, all three businesses serviced by the contact centre are highly regulated and process-driven environments. All staff in the contact centers are mutli-skilled across the three businesses, and use in excess of one thousand common processes every day. Knowledge Management is an absolutely critical success factor in managing customer satisfaction, business processes and regulatory compliance across the business.
Clearly, CitiPower/Powercor needed to find a knowledge management system that provided a fast and effective way to access process and up to date outage information. Since 2002, LiveWire (the CitiPower/Powercor livepro® Knowledge Delivery System) has been that system.
LiveWire is considered one of the most essential tools for a Customer Service Advisor, and has been readily embraced across the contact centers by both Customer Service Advisors and the management group.
LiveWire has been a highly reliable system with no memorable outage since implementation. It is used on a daily basis to provide announcements of company events, process changes and the supply of information to more than 150 staff across four locations – and provides critical reporting to indicate the acknowledgement of updates and alerts.
We absolutely could not run our business as effectively as we do without LiveWire – it helps us to manage our knowledge content centrally, report on training success, ensure consistency across a multi-site business and engage our key stakeholders in ensuring the accuracy of information provided to our staff.
Clare Anderson
Contact Centre Manager
CitiPower Pty and Powercor Australia Ltd
