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EC Power has clients that range in size from one-person competitive retailer with a handful of customers to multi-national competitive retailers with millions of customers. Each client’s success is very important to
EC Power.
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Case Study: EC Power Operation Improvements
EC Power is continuously looking for ways to improve their client support process.
Our dependable and routine daily Operations allows you to keep your business focused on your day to-day operations.
Our goal is to exceed our customer's expectations and provide great customer satisfaction and support.
You can count on us!
 Improvement Opportunities
1. A monthly payment process once took up to 14 hours to process.
2. A customer's back end system did not capture all data errors, so transactions were getting rejected at the final destination; therefore transactions were not making market deadlines.
3. The customer wanted a way to be involved at their own level of involvement.
Mission Accomplished
1. Analyses of the process lead us to believe that we could make this process better. It was determined we could rewrite programs and fine tune databases. These changes allowed us to reduce the monthly payment process from hours to minutes.
2. We determined that we could add market validation rules for the customer to more efficiently manage their data errors before sending the transactions to the market. This prevents invalid data from going to the market and getting rejected.
3. EC Power developed web reporting tools that allow the customers to view the transaction process flow online.
Payback
1. The payments are quickly processed so that any errors are handled in a timely manner. Less support time is devoted to the process so that we can focus on research issues instead of the automated processes.
2. Errors are caught almost immediately. These are then sent back to the client so that they can be corrected and re-sent. Errors can be corrected in a matter of hours rather than days.
3. The web reporting tool allows each customer to monitor and track their data at the level of involvement that they wish to have. The reports also gives our operations staff a tool to communicate with our customers and research the needs of each specific customer.
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