Software solutions provider Group 1 Software has announced that utility company National Grid has implemented its co-sourced e2 Vault and e2 Service solution, as part of its customer communication management portfolio.
Using the e2 solution to serve 3.3 million customers in New York and New England, National Grid centrally stores millions of documents, and gives both customers and call center customer service representatives (CSRs) immediate access to gas and electric service invoices, improving customer service and reducing costs. This high-performance solution archive is hosted in Group 1 Software’s premier data center.
Group 1 Software’s e2 Vault provides real-time indexing, compression, storage and retrieval of documents and data in their native format, delivering instant access to documents, regardless of their age or size. It also gives CSRs and customers instant online access to customer data and documents and stores original, native-print documents to help businesses meet legal requirements.
Jeff Martin, billing director at National Grid US, said: As a growing utility company, potentially doubling the size of our US business soon, we wanted to reduce call center costs and centrally manage customer information with an integrated archive, print, and electronic customer communication management solution. We were able to deploy the online solution in just weeks. We immediately started ingesting two to four million documents a month.