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Founded in 1936, Cullman Electric Cooperative is a non-profit electric
membership representing four counties in northern Alabama. With 90
employees in two offices providing service for over 36,000 customers,
Cullman Electric Cooperative is committed to providing the best possible
electric service to its members 24 hours a day and at the lowest
possible price.
The Business Need
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Cullman Electric Cooperative desired to improve customer service
and integrate an Interactive Voice Response (IVR) unit that would
assist members in obtaining information relating to their account,
reporting power outages and providing customer service to its
members.
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Cullman Electric Cooperative preferred an upgrade to their
telecommunications telephone system for efficient interaction with
the IVR application.
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Cullman Electric Cooperative required that remote offices be
connected to the main location appearing as one office and
transparent to the customer.
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Cullman Electric Cooperative required project management services
in order to assist with the design of the telecommunications network
as well as the implementation of these services.
The Global Solution
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Determined Cullman Electric Cooperative’s
functional requirements for a new telephone system and then prepared a
Request For Proposal (RFP), reviewed the responses to the RFP, made specific
recommendations to Cullman Electric Cooperative’s board and negotiated
the vendor contracts.
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Managed the project to design and implement
the new telephone system to function with the Interactive Voice Response
Unit (IVR).
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The combination of the new telephone system
in conjunction with the IVR became a unified call center and outage-reporting
agency for its members.
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Implemented an after-hours Central Dispatch
function for outage reporting and customer service as part of the new telephone
system.
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Automated multiple functions that included
feedback to customers relating to the status of the outage, whether an
outage had already been reported in their area, expected resumption of
power as well as customer call backs verifying power had been restored.
What Cullman Electric Cooperative Has Said
About Us
“We would have never been able to have completed
the project without the help of Global Telecommunications. Bill Moore
and his group of professional consultants worked with Centurion as well
as the Cullman management team in preparing our telecommunications system
to be user friendly for our customers. They also negotiated all of
our vendor contracts which resulted in lower costs for Cullman EC.”
Mike McWaters
Vice President
Cullman Electric Cooperative
Visit the Cullman Electric Cooperative web site
at: www.cullmanec.com
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