Mutual Assistance Routing System (MARS)
Mutual assistance for call centers
Extended outages can be a customer service nightmare for utilities. After so many days, customers want and expect to talk to a utility representative. With TFCC’s Mutual Assistance Routing System (MARS), utilities can automatically redirect outage calls to another utility’s call center. MARS helps maintain customer service levels by ensuring that calls are answered by customer service representatives with industry knowledge and experience. Implementation — and customization — is quick and easy. And CSRs simply log onto a web interface to collect information from and provide restoration time to customers in the affected area.
How MARS Works.
When needed, “requesting utilities” call upon “responding utilities” to answer a designated number of calls. Responding utilities indicate the number of agents they can allocate and which phone numbers will receive calls. Agents log into a web interface and talk directly with the requesting utility’s customers, not only collecting outage information, but also providing restoration times. MARS automatically generates outage tickets, which are sent to the requesting utility’s outage management system — just like HVCA.
Above all, with MARS you always have the assurance that comes with the advanced technology, innovative solutions and unmatched customer support that have made TFCC the clear leader in the utility communications industry.
MARS Business Benefits:
- Provides support on short notice
- Is transparent to the customer
- Uses trained utility CSRs
- Offers intuitive CSR experience with very little training
- Utilizes existing HVCA platform
- Integrates with Different CIS / OMS integration
- Cross carrier compatibility
- Reports basic metrics – calls, minutes, transfers, etc.
- Minimizes or eliminates logistical challenges
- Includes a common outage-response process
- 24/7/365 customer support
Patent Pending 2008
