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Written by Jieb Sukprasertkul   
Tuesday, 27 September 2011 19:17



Explanation of SC


The Service Center Vision

To be a premier provider of Service

Responding immediately to requests is one of the important ways American States Water Company provides excellent service. Because the telephone is the most common method that s use to contact us, the Company has placed a significant amount of resources in continually improving its Service-handling ability. This is best illustrated through the creation of the Service Center.

The Service Center Mission
The  Service Center Serves as the Company's central communication link to provide timely and consistent handling of  needs through a motivated and knowledgeable team

The  Service Center, located at American States Water Company's corporate headquarters in San Dimas, Was established in 1994 to handle all inbound  Services quickly and efficiently.  This Service center is staffed with highly skilled Service Representatives and equipped with state-of-the-art communications technology so that the Company can readily respond to inquiries.  This 24 hour a day, 7 day a week operation can handle all service transactions regardless of the hour-day or night - through a toll free 800 numbers.

The Service Center Values
Pursue excellent service
Treat every request as if it were our own
Respond with fairness and safety in mind
Encourage the acquisition of knowledge

The Service Center was created with the  in mind; therefore, it stands to reason that specific goals should be in place for Service handling operations to ensure the best possible  service. Performance related to these goals is tracked and reviewed on a daily, weekly and monthly basis by the Service center team.

The Service Center Performance Goals to...
Answer 80% of all Services within 40 seconds, 
Maintain the abandoned Service rate to 5% or less, 
Resolve 85% of  inquiries on the first Service from the

As the  Service Center moves into the 21st Century an increased focus is being placed on listening to the .  s are now being surveyed based on their recent transaction with the Company.  The goal is to clearly understand not only their experience with the Company but also to understand what they expect from their water utility. This valuable information will play a key role in shaping the  Service Center's focus.

The  Service Center is dedicated to exceeding the expectations of s and realizing its vision of being a premier provider of  service. Through listening to s and acting on what is important to them, this vision will be reality.

·         Robust Configuration and Administration Tools

·         Customizable Data Validations 

·         Complete control over System Security Levels

·         Dashboard and Ad Hoc Reports

·         Web-based Deployments

·         Integrated & Custom Solutions

Service Center Software Value Proposition

Our service Center software provides business intelligence to maximize revenue and make strategic cost-benefit decisions.  Our flexible, configurable, and scalable solutions support business process change and growth with low cost of ownership.  Increase profit margin and customer loyalty by eliminating inefficiencies and improving customer relations.

Last Updated on Thursday, 03 November 2011 17:21
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