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Record-breaking switch to home working
FourNet moves 2000 npower staff to remote in eight days
As the UK coronavirus lockdown loomed, npower needed staff to work from home. The energy giant had never previously required remote working for thousands of staff but, with FourNet on hand, in a little over a week they were doing just that.
Key Statistics
3.6m
Customers
10
Contact Centres
5000
Agents
3000
Concurrent Agents
Challenge
npower – part of the innogy group, is one of Britain’s ‘big 6’ energy companies, and since January 2019 has been a subsidiary of E.ON. The power giant currently supplies over 3.6 million residential and business accounts with electricity and gas.
FourNet’s innovative, award-winning, cloud-based contact centre solution has delivered significant savings and benefits for npower. As coronavirus hit the UK in March 2020, and as call rates from customers rose, the company requested urgent work from home capability for nearly 2,000 users.
Solution
In just eight days, FourNet had enabled 2,000 npower staff to work remotely, with full functionality, including call recording, workforce management and workforce optimisation tools. Whether employees were self-isolating or complying with government guidelines to work from home, npower’s business continued unaffected by lockdown restrictions.
Soft clients were deployed to all laptops provided by innogy/npower and in conjunction with innogy’s IT team, FourNet configured, rolled out, trained and supported remote working functionality to all relevant staff. Normally such a wholesale move would take 12 weeks to complete.
Benefits
When the early decision was made for Npower to protect their staff and partners - FourNet rapidly responded to provide support to our internal teams and functions with different solutions as required to allow Agents to continue to service the customer need whilst working from home. Npower were able to maintain their key services and availability throughout the pandemic. It has shown that the homeworking solution as part of a wider CCaaS is truly fit for scale and the individual solution components are fully functional away from the Enterprise Estate.
Matt Keane
E2E Service Manager - Home and Business, Innogy Business Services
The urgency of the situation created by COVID-19 meant FourNet wanted to get this switch completed as rapidly as possible to ensure npower's staff were able to work from home, while business continued unaffected. Working closely with the IT team at innogy, we are proud to have achieved that in record time.
Neil Reddin
Head of Enterprise, FourNet