ActewAGL is an Australian multi-utility joint venture that provides electricity and gas services in the Australian Capital Territory and south-east New South Wales.
In 2022 we embarked on a program to replace our aging contact centre solution with a modern customer interaction solution. To ensure we maximised benefits realisation, we recognised the need to engage expert assistance and guidance for requirements analysis, approaching the market, solution selection and contract establishment.
We engaged Steve Pels from Contact Centre Action based on his experience and cultural fit. Steve possessed intimate knowledge of contact centre solutions and optimising contact centre operations. Furthermore, Steve’s proposal aligned perfectly with our requirements, articulating his detailed comprehension of our situation and the need to explore simultaneous implementations of a contact centre solution to address the differing requirements of the retail and distribution Joint Venture partnerships.
Optimising the solution to ensure consolidation of technologies while delivering against the differing requirements across the Joint Venture was highly complex. With limited internal resource availability, Steve proficiently performed Business Analyst, Project Manager, Technical Lead and Test Manager roles.
Despite the complexity, limited internal resourcing and a need to implement within tight timeframes due to operational requirements, Steve supported a successful contact centre solution within time and budget constraints. Throughout the initiative, Steve was easy going, dependable, and honest, demonstrating a can-do attitude. He was extremely customer-focused and always a pleasure to work with. Steve’s work has helped enable a strong return on investment against the forecast benefits.
ActewAGL will not hesitate in engaging Contact Centre Action for future advice on initiatives involving telephony and contact centre solutions and would recommend the addition of Steve to project teams for other organisations seeking to supplement their internal teams for telephony or contact centre solution projects.
Angela Beh
Project Manager, Technology Division, ActewAGL.
29 January 2024