Customer Care – Insourcing Customer Care – NiSource – Case Study – 2018
In late 2016, NiSource, the parent company of Columbia Gas of Pennsylvania, insourced the Smithfield Customer Care Center after having outsourced the center to a third-party provider since 2005. This project brought the care center and more than 275 employees under the direct management of NiSource to support Columbia Gas companies in Pennsylvania, Kentucky, Maryland, Ohio and Virginia. After a smooth transition and positive experience for employees, first-year results proved the wisdom of NiSource’s decision, which resulted in high employee and customer satisfaction. Care center metrics showed that wait time had improved by 72%, service levels by 25% and abandonment rate by 83%.