Cypress employs interactive Web-based communication, help-desk and incident tracking, real-time reporting and client database integration, as well as custom support options for utility conservation and efficiency departments. Our CSC is a highly flexible Customer Relationship Management (CRM) asset scalable to the needs of our clients. Our customer service representatives (CSRs) are specifically trained to handle a host of complex utility-related questions, programs, and processes. We have the capacity to scale to large project sizes, manage complex marketing campaigns, handle small, one-time projects and can provide 24/7 customer support.
Our CSC is positioned as a custom tailored or “boutique” service center to help achieve high levels of customer response and satisfaction. The Cypress (CSC) operational headquarters is located in Hemet, California. If and when it is required, our secure online Customer Information System (CIS) network also enables distributed field deployment of Customer Service Reps (CSRs) within local utility service territories. CSC operations include an in-bound and out-bound customer call center integrated with online CIS database and integrated Graphical Information System (GIS) mapping tools.
The Cypress CSC differs from typical customer centers in three key respects:
Rapid Customization
High Customer “Touch”
Ability to Handle Complexity
Rapid Customization
We have designed our CSC to handle constant adjustments in program design and customer experience. Our CSR staff can be trained on a new program or significant adjustments to market messages in a very short time frame. This allows the CSC to adapt with changing market conditions, to quickly integrate research or information gained through experience, and to scale or add programs in days rather than weeks. This is especially valuable in administering utility programs that change frequently, maybe in an early pilot stage, or evolve based on eligibility of funds. Additionally, the CIS system software can be changed to meet requirements in hours instead of weeks or months.
High Customer “Touch”
We spend as much time as it takes with each customer to achieve key objectives. This focus enhances long-term customer satisfaction and delight. It also relates to our performance focus around enrollment rates, customer understanding, customer satisfaction, and program retention.
Ability to Handle Complexity
Our CSRs are highly skilled and knowledgeable about utility savings programs and implications. For this reason, we can handle difficult, open-ended questions, complex rates, surveys and unpredictable customer issues.