The Withlacoochee River Electric Cooperative (WREC) is the world’s largest non-profit electric utility, with 180,000 customers in West Central Florida just north of Tampa Bay. The Co-op was planned in 1941 but construction of its grid was interrupted by WWII. Today, the Coop sells more than 200 million KWH per month with the lowest energy prices in the Tampa Bay area.
Cooperative Electric Utilities
Finding the most efficient way to handle 500 help calls a month from 375 end users who need support on PC and mainframe applications, as well as the WAN that links together the Co-op's multiple locations.
The utility replaced two outdated systems - Track-It! and a home-grown dBASE equivalent - with ServicePRO help desk software.
The solution gave support reps more flexible operations, and enabled managers to easily generate detailed reports on help desk performance.
Every month, more customers move into the utility’s service area. As a cooperative where every subscriber is a part owner, WREC’s mission is to deliver top-notch service at rockbottom prices. That means finding the most efficient way to handle 500 help calls a month from 375 end users who need support on PC and mainframe applications, as well as the WAN that links together the Co-op’s multiple locations.
The utility replaced two outdated systems – Track-It! and a home-grown dBASE equivalent – with ServicePRO help desk software.
The solution gave support reps more flexible operations, and enabled managers to easily generate detailed reports on help desk performance. As the utility grows, ServicePRO will help balance the load between end users and IT resources.
