Case Study

Improving Stakeholder Relations & Call Management

Building Trust Through Efficient Communications and Measurable Resolution Center Performance

Repsol, a global multi-energy provider operating in more than 20 countries, serves more than 24 million customers.

Resolution Center and Stakeholder Relations teams manage 400-500 monthly communications across multiple states and countries.

They need to efficiently route landowner calls, demonstrate team value, and build a reputation as a trusted partner in a competitive energy market.

Challenges

Inefficient call routing led to longer response times.
There was no systematic way to measure and demonstrate the resolution center team’s effectiveness and impact.
Reporting was unreliable when managing multiple assets in the U.S. and Canada.

Improved call routing directs landowners to the right team immediately, increasing trust and setting Repsol apart from competitors.

Comprehensive metrics track calls received, resolved, escalated, transferred, and average response time.

Integrated communications planning enables sharper focus and more concerted stakeholder engagement efforts to strengthen Repsol’s reputation as a trusted partner to landowners.

Management reports are generated in moments, regardless of what's needed.

‘‘I can review and report on our resolution center activity, such as call numbers, content, theme, and response time. I’m proud to say that we manage these communications well. Our landowners know that we will always return their calls.’’

Wendy Youmans,

Sr. Stakeholder Resolution Center Supervisor

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Improving Stakeholder Relations & Call Management

Building Trust Through Efficient Communications and Measurable Resolution Center Performance

Context

Challenges

Solutions

Key Benefits and Results

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Features and Benefits to Look  for in Land Rights and ROW Management Software