Smart multichannel customer interaction management at Iberdrola, one of the world's largest utilities.

1. Smart Multichannel Customer
Interaction Management at
Iberdrola, one of the world’s
largest utilities

2. © Altitude Software Case Study – all rights reserved 2
In the last decade Iberdrola has experienced a
massive transformation as it became the leader
in Spain’s energy industry, one of the leading
companies in Spain’s stock market, a world
leader in wind power and one of the biggest electric power companies in the
world.
Iberdrola is the renewable energy leader in Spain with 5,963 MW from
renewable sources, including wind power, small hydro power, solar power and
biomass. It is also a renewable energy leader worldwide, with companies in 23 countries that
account for 14,000 MW or 20,700 million Kw/hour.
Scalable, modular technology solutions that grow
and adapt to changing market needs.
Altitude Software is working with Iberdrola since 2000 in what has become a strategic relationship,
leading to a greater understanding of the energy
business and of Iberdrola’s business needs.
In 2000, Altitude Software first implemented the
Altitude uCI suite at Iberdrola with an IVR solution -
with voice recognition - that enabled customers to
call the contact center, identify themselves with a
contract reference and provide a reading of their
energy meter. This campaign was completed with a
proactive customer contact campaign to get meter
readings from costumers that were being billed using
estimates because a meter reading by field agents
was not possible.
A few years’ later Altitude Software solutions were
deployed to enable Iberdrola to use Outbound IVR for
customer surveys. At the beginning the surveys were
generally directed at customer service quality
evaluation but have since been perfected to become
important data sources for customer needs and
business development.
In 2010, the energy market was liberalized and
customer surveys were intensified using automated
dialling outbound IVR solution to evaluate customer
service quality. The same technology solution was
later used for telemarketing and telesales campaigns
directed at businesses.
Altitude Software solutions also enabled Iberdrola to provide better service to customers speaking
different languages that require specific agents in the contact center that might not be available. A
“By using the Altitude uRouter we
have been able to automatically
classify email interactions with
effectiveness close to 80%. Now we
can manage contacts more efficien-
tly, and it reflects on a better level
of service and increased customer
satisfaction”.
Joaquín Ramón, in charge of the
Technology Management for Non-
Presential Channels, Iberdrola
Generación

3. © Altitude Software Case Study – all rights reserved 3
specific IVR-based call-back application was developed to register the contacts for each specific
language and enable the agents to get back to customers when available. This service covers
contacts in English, German and French.
Email: daily effective management of thousands
of interactions on a multitude of issues
In Iberdrola, customer email was, at first, managed using Microsoft Outlook. The high volume of
contacts and the multitude of issues raised by email (complaints, customer sign-on and sign-off,
billing issues, general information issues, etc.) meant that email management required a lot of
resources as distribution and reporting shortcomings became more and more apparent.
The need for a new email management solution
for the 2000 emails that arrived everyday was
clear. A pilot project using 30 agents was
deployed in March 2012. Iberdrola used the
Altitude uCI and Altitude uRouter intelligent
routing solution to assign emails to specific
queues in the contact center, while providing
user friendly scripts and agent desktops. The
Customer Profile
 33.000 employees
 30 million customers
 Present in 23 EU and latin-american
countries
 €31.64 billion in revenues (2011)
 €136 millions invested in R&D (2011)
Business Benefits
 Easy, automated and proactive
communication of meter readings
 Better multi-language customer service
 More effective, automated customer
surveys
 More effective, automated email
contact management
Solution Profile
 Altitude uCI
 Altitude IVR
 Altitude uRouter
 Altitude uSupervisor
 Altitude uAgent

4. © Altitude Software Case Study – all rights reserved 4
solutions reporting tool can manage, distribute, classify and analyse all emails. Emails are
automatically routed according to language and keywords. The solution has the ability to learn new
keywords, build a knowledge base and improve email classification.
Contacts
Iberdrola
Plaza Euskadi, 5
48009 BILBAO España
Tel. +34 944 151 411
Altitude Software
Altitude Software
Caleruega, 102
28033 Madrid España
Tel. + 34 917 320 350