“Thank you for calling Southeastern Electric Cooperative. Please choose from the following options.”
This greeting, delivered by Southeastern EC’s Public Relations Specialist Kevin Wingfield, is now a familiar staple for members who call the offices of Southeastern EC in Durant, Oklahoma. Though the Interactive Voice Response system (IVR) that helps route incoming calls to the right place is an indispensable tool now, it wasn’t that long ago that Southeastern struggled with an out-of-date phone system and recognized the need to upgrade. This cleared the way for them to consider IVR among their other plans.
Brandon Wingfield, IT Director, and Dennis Cullum, Director of Office Services, worked together to explore various options for improving their system. Brandon explained, “We decided as we were updating our system that we wanted to add an IVR component, and that’s when we brought Meridian on board to help.”
To lay the groundwork for a strong system, Brandon conducted meticulous research calling every other co-op in the state to explore their IVR systems. He gathered insights on what worked and what didn’t, ensuring they could create the most effective IVR solution for their members.
Throughout the process the team focused on tailoring the system to meet their member’s needs, especially those who might initially struggle with newer technology. “We wanted to tailor this system around our oldest member.” Dennis said. “They’ve been used to calling in to the same number and talking to the same people for years. We wanted to make sure we still had a system that still worked for them.”
A significant part of this approach was having Kevin provide the voice for the IVR system. “It’s refreshing to call in and hear a familiar voice, even on a recording,” Dennis said. “It’s also helpful when they hear someone speaking with their same dialect. People want to hear folks from their region. They don’t want to call in and hear a voice that sounds computer-generated.” This familiarity helped ease the transition for members by providing a sense of continuity even with the new technology. Kevin’s voice is used on the co-op’s Outage IVR, Payment IVR, and internal system. Brandon added, “Using the same voice on all systems helped everything feel seamless and has worked out really well for us.”
The impact of the new IVR system is evident in the numbers. In June 2023, Southeastern EC processed 2,766 credit card payments over the phone, making this payment method their second most utilized. By June 2024, just two months after implementing the IVR system, this number had dropped to 567, moving from the second most common payment method to the eighth. Additionally, the IVR system handled a significant portion of outage reports. In June 2024, out of 1,037 outage reports, 604 were managed by the IVR system, while only 108 were handled by dispatch operators directly. This 80% decrease in payment and outage calls handled by staff has greatly improved efficiency.
For other utilities considering implementing an IVR system, the team at Southeastern EC offers some valuable advice. “Make sure to take your time and don’t be in a hurry.” Brandon said. “That pays off in the end.” Updating the system with current phone numbers was also crucial. Kevin noted, “Many of our older members had outdated phone numbers in our system, so we had to make a concerted effort to update them. Once we have the member’s phone number updated, the system works seamlessly. It’s smooth sailing.”
Southeastern EC’s successful implementation of Meridian’s IVR solution demonstrates the cooperative’s commitment to improving service while still considering the needs and comfort of their members. The transition has paved the way for more efficient and effective operations, all while never losing sight of the person at the other end of the phone line.
