Improving

Stakeholder Relation & 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.
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Industry

Energy – U.S. market

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Client

Repsol, a global multi-energy provider present in 34 countries

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Add-on activated:

Resolution center

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Users

20 users

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Teams using Borealis

Resolution center & Stakeholder Relations

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Module activated

Stakeholder Engagement & Call Management

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Monthly communications

400-500

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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.

Wendy Youmans – Sr. Stakeholder Resolution Center Supervisor