Content Guru, Europe’s leader in Customer Engagement and Experience technology, has won Vertical Application Solution of the Year and was Highly Commended for Public Sector or Utilities Solution of the Year at IT Europa’s European IT and Software Excellence Awards 2020/21.
Europe’s most prestigious IT Channel Awards, this year’s European IT & Software Excellence Awards celebrate both 2020 and 2021 winners, due to the pandemic. The awards seek out excellence in European software development, and IT and Telecoms solutions provision.
Content Guru was announced as a winner for its work with the UK’s biggest electricity distributor, UK Power Networks, which serves some 20 million customer in London, the South-East and the East of England. Content Guru’s cloud-first customer engagement platform, storm®, enabled UK Power Networks’ contact centre to scale instantly and handle over 68,000 calls and 113,000 SMS messages during power disruption caused by Storm Ciara in 2020. Alongside this, storm has helped UK Power Networks achieve industry-leading customer satisfaction scores of 9 out of 10 and earn an impressive £19 million in revenue incentives from the UK government regulator for gas and electricity markets, Ofgem.
Martin Taylor, Deputy CEO and Co-Founder of Content Guru, commented: “We are thrilled to be recognised with this prestigious award for our hard work prior to, and throughout, the pandemic. Content Guru has helped to keep critical organisations’ customer-facing operations running seamlessly. With storm, UK Power Networks’ customer contact centre is able to handle 1000%+ normal contact levels during peak demand, through a range of different communication channels and automated mechanisms. We are proud of the commitment our team members have shown in ensuring that UK Power Networks can provide accurate information to its customers, whenever required, and through whichever channel needed. Few experiences are so disturbing as the lights suddenly going out, but when that happens our technology platform is there to keep the communications flowing until power is restored.”