Client Success Story
SJI Streamlines Email Management to Improve Customer Service
Industry: Energy
Solution: Dynamics 365 + Power Platform
Introduction
As the parent company of South Jersey Gas, South Jersey Industries (SJI) provides safe, reliable, affordable, and clean energy to over 700,000 families and businesses across New Jersey.
Challenge
Each year, the South Jersey Gas customer service team receives more than 35,000 inquiries by email. To manage customer email responses, the SJI team used a shared Microsoft Outlook mailbox.
However, they struggled to track multiple emails associated with a single thread and it was difficult to get a holistic view of customer email interactions. The team also struggled with the tedious task of cutting and pasting standard email responses into Outlook to ensure response consistency and quality. On top of that, the team grappled with system performance issues as the shared mailbox continued to grow in both size and complexity. In short, SJI needed a more effective email management solution.
Equipped with a single Outlook mailbox, the customer service team struggled to keep up with the thousands of email inquiries they received each year.
Solution
Together with SJI, MCA Connect created a custom solution using Microsoft Power Apps.
Shortly after learning of their challenges, MCA Connect built an impressive Proof of Concept that led to SJI selecting them as the partner for the job. Together with SJI, MCA Connect created a custom solution using Microsoft Power Apps. This “low code/no code” service enables companies to build custom apps that connect to their data and work across the web and mobile devices. MCA Connect also utilized Microsoft’s Power Automate workflow platform and Power BI dashboard to help SJI create automated workflows and transform their data into visually immersive, interactive insights. Using an agile project approach, MCA Connect and SJI refined the prototype system and deployed a production-ready version in just eight weeks.
“The email management project was one of the best process improvements I have been involved in at South Jersey Gas. I am extremely happy with the new system and look forward to reaping the benefits over the coming months; not only by helping our employees but providing a better and faster service to our customers.”
– Sarah Miller, Supervisor, SJG Customer Service
Results
22.25%
Year-over-year increase in percentage of emails answered within 24 hours
MAY 2020 VS. MAY 2021
11.42%
Year-over-year increase in percentage of emails answered within 48 hours
MAY 2020 VS. MAY 2021
About MCA Connect
Through passion and deep industry expertise, MCA Connect® helps manufacturers succeed by unlocking innovation with actionable business insights. Our strategic solution and industry intelligence help manufacturers gain visibility, improve profitability, and achieve a competitive edge. Contact us today to learn how we can help solve your biggest manufacturing challenges.
