Gas South Upgrades Customer Experience with USAN’s Omni-Channel Customer Engagement Solution

Gas South, a wholly-owned subsidiary of Cobb EMC and one of Georgia’s leading natural gas providers with more than 275,000 customers, has announced that USAN, an Omni-Channel SaaS provider of call center technologies, has been selected to deliver full-service and self-service applications to further improve the customer’s experience.

The deregulation of natural gas has pressured service providers to establish superior customer care as a competitive differentiator, and supporting legacy call center infrastructure while trying to reduce costs has been a challenge for many utility providers. Gas South has addressed these challenges by replacing important parts of its call center infrastructure with USAN’s Contact Center offering.

“At Gas South, delivering outstanding customer service has always been a priority for us,” said Greg Dunavant, director of customer care operations for Gas South. “We know our customers have a choice of natural gas providers, and we’ve removed any barriers that might prevent us from taking the customer experience to the next level.”

“The technology upgrade will allow us to differentiate ourselves from other natural gas marketers and deliver the service our customers deserve,” Dunavant added. “We can now more easily make changes to our customer service channels on demand, deliver more self-service options and, most importantly, remain forward-looking in our service delivery strategy.”

Gas South’s customer service agents will rely on USAN’s Contact Center solution to process thousands of calls a day. The fully hosted and managed solution enables Gas South to take advantage of modern contact center features such as surveying, call reporting, call analytics, voice recognition and expanded customer self-service. In addition, the USAN Contact Center solution enables Gas South to more easily accommodate additional service channels in the future.

“We knew Gas South would only choose a provider that would serve as a business partner by taking responsibility for all service activities, performance and new technologies,” said Tad Thompson, senior vice president of sales and marketing at USAN. “We took the time to understand Gas South’s business and deployed a long-term solution that not only solves current issues but will also address future needs.”

The USAN Contact Center solution includes all tools that a contact center needs in order to conduct inbound, outbound and blended customer interactions: an ACD for intelligent inbound call routing, an IVR system for automated customer service and an automated outbound dialer for high volume outbound calling. The suite is managed by a web portal to change system parameters, inbound routing rules, outbound dialing, call recording, agent monitoring, reporting and more.

About Gas South

Gas South is a leading provider of natural gas, serving approximately 270,000 residential, business and governmental customers throughout Georgia and Florida. Based in Atlanta, the company distinguishes itself by offering competitively priced rate plans, local customer service, and a dedication to give back to the communities it serves. Gas South is a wholly-owned subsidiary of Cobb EMC, one of the country’s largest electric cooperatives. For more information, visit www.gas-south.com.