Orange County REMC Enhances Customer Service with CIS and IVR Integration

Orange County REMC takes another step to enhance customer service thanks to the real-time integration between Milsoft’s Hosted Interactive Voice Response (IVR) and Daffron’s CIS.

“We are very excited to offer our members another bill payment option,” comments Marcy Bennett, Office Manager at Orange County REMC.  “The introduction of the IVR system, as well as our current customer self-service [AccessMyUtility] site, gives our members the flexibility to access account information at their convenience.  The IVR system will also decrease the amount of time our employees spend taking telephone payments, providing a higher level of customer service and efficiency.”

At the end of the month, multiple members of the Orange County REMC office were on the phone taking payments to handle the volume of calls.  With Milsoft’s IVR, an automated system which can handle large numbers of phone calls for an extended period of time, and the robust real-time integration with Daffron’s CIS, Orange County REMC has increased the utility’s effectiveness and customer service level.