Company Profile

NationalGrid200transNational Grid Metering is a subsidiary company of National Grid and provides metering services in the regulated gas metering market.  As part of the National Grid group of companies, National Grid Metering has a long-rooted heritage in the gas industry which serves as a firm foundation for future growth and development.

National Grid currently owns around 17 million domestic, industrial and commercial gas meters. National Grid Metering provides metering services to National Grid and manages the relationship with its customers, the gas shippers. Their aim is to deliver a high quality, value for money service to their customers.
Their activities broadly cover the following areas:

  • Asset procurement and logistics management
  • Meter installation
  • Exchange and removal
  • Customer Service provision


Business Situation

The challenge facing National Grid Metering within its contact centre at Gloucester was significant in that the existing service and maintenance contractor to its bespoke technology required a sizeable upgrade spend in order to provide future service. The cost could not be justified given the centre’s strategic priorities and accordingly, Metering sought to provide an alternative service provider. Following a tender process, IISAS became the appointed provider and they quickly developed a detailed and comprehensive understanding of the business requirements. Early engagement with IISAS and key stakeholders was essential to a successful service delivery and future business relationship. IISAS were proactive throughout and maintained a ‘can do’ and flexible attitude throughout.

Technical Situation

NGM operate their Contact Centre telephony using the Aspect® CallCenter® ACD solution, including relevant peripherals.
NGM also used Crystal Enterprise 10 (CE10) historical reporting, which uses information generated from the ACD to provide agent and call-flow historical statistics.

Solution

The solution, which IISAS provided to NGM, was to offer a comprehensive support proposal, which included: -

  • An SLA tailored to the customer’s requirements
  • Weekly proactive system health checks
  • Fault rectification
  • Hardware replacement
  • High quality and competitively priced Professional Services as and when required.
  • Significant maintenance and support cost savings

IISAS also provided an upgrade replacement of CE10 to the latest SAP software Crystal Enterprise 11 (CE11) ensuring that continued support was provided to an essential part of the NGM contact centre operation.

Benefits

James Cole of National Grid says:-

“IISAS' Technical capability is high and this is a key strength of the organisation. Importantly, they explain complex issues in simple, straightforward terms to ensure that the audience has a robust baseline knowledge upon which to build greater understanding going forward.”

“IISAS delivered to and often ahead of timescales. They perform well to tight timescales and pride themselves on their flexible and task delivery approach. The quality was high and this is largely due to the strong delivery work ethic coupled with an impressive technical knowledge. Their attention to detail is very good and they respond particularly well to ad hoc requests often not strictly within the project scope.”

“IISAS are a valued service partner and I would be very happy to provide verbal and face to face testimonials to support their growth.”

Testimonial

NationalGrid200trans

IISAS' Technical capability is high and this is a key strength of the organisation. Importantly, they explain complex issues in simple, straightforward terms to ensure that the audience has a robust baseline knowledge upon which to build greater understanding going forward. IISAS are a valued ser...

James Cole
Contact Centre Manager

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