Improving
Stakeholder Relations & Call Management
Challenge
- Direct calls efficiently to shorten
response time - Understand and demonstrate the value of the resolution center team
Solution
Borealis stakeholder engagement software
Outcomes
With Borealis software, Repsol is now able to:
- Manage multiple assets in the U.S. and Canada.
- Improve call management by redirecting calls from landowners to the appropriate team. This has increased trust and set the company apart from their competitors.
- Plan and manage strategic communications directly in Borealis. Sharper focus and more concerted efforts are helping to build its reputation as a trusted partner.
- Demonstrate the value of the resolution center team by measuring:
- How many calls the team receives
- How many calls are resolved
- How many calls are escalated
- How many calls are transferred to other teams
- How much time it takes to answer questions
- Create tasks in Borealis.
- Generate reliable reports for management in moments, no matter what’s needed.
Industry
Energy – U.S. market
Client
Repsol, a global multi-energy provider present in 34 countries
Add-on activated:
Resolution center
Users
20 users
Teams using Borealis
Resolution center & Stakeholder Relations
Module activated
Stakeholder Engagement & Call Management
Monthly communications
400-500
Using Borealis since
2013
Client feedback
- Outstanding reporting tools
- Great for managing multiple assets in multiple states/countries
- Phenomenal customer support with virtually immediate responses
I can review and report on our resolution center activity, such as call numbers, content, theme and response time. I’m proud to say that we manage these communications well. Our landowners know that we will always return their calls.
