About the Company
Logical Energy Ltd. is a UK-based renewable energy provider specialising in home solar panel installations and smart-metering for residential customers. Founded in 2014 and headquartered in Manchester, the company serves over 45,000 homes. As they expanded and offered maintenance plans and upgrades, Logical Energy found their call centre was overwhelmed with both inbound support requests and proactive outbound campaigns — reducing customer satisfaction and increasing costs.
Client Overview
Logical Energy partnered with Destro Technologies to deploy an advanced AI-powered calling agent platform. The objective: automate large volumes of inbound and outbound voice interactions (billing enquiries, upgrade offers, service scheduling), free up human agents for high-value work, and deliver a deeper level of personalization and responsiveness to customers.
Project Summary
Destro Technologies designed and implemented a scalable voice-AI system integrated with Logical Energy’s CRM, support ticketing system and telephony infrastructure. The solution automated routine call flows, managed proactive outreach campaigns, and provided live dashboards to monitor conversation outcomes and agent hand-offs.
Challenges
- High volume of routine inbound calls (billing, system status, upgrade interest) tying up human agents
- Manual outbound calling campaigns for maintenance or upgrade offers, with low conversion rates and high costs
- Need for consistent brand voice and compliance, especially given energy-sector regulations
- Integration complexity: voice calls needed access to CRM data, scheduling systems and telephony systems
- Lack of dashboards: limited visibility into call metrics, conversion rates, and escalation workflows
Solution
- Deployed a custom voice-AI agent built on advanced speech recognition and natural-language understanding, designed to handle the most frequent inbound enquiries and outbound outreach
- Integrated with Logical Energy’s CRM and scheduling system so the AI agent could lookup account data, book upgrades or maintenance calls, and log all interactions
- Automated outbound campaigns (e.g., upgrade offers, service reminders) using the voice-AI agent, freeing human staff for complex cases
- Created a real-time analytics dashboard to monitor call volumes, resolution rates, conversion, and escalation triggers
- Enabled seamless handoff to human agents for complex cases with full call transcript and context passed through
Results
- Autonomous handling of 68% of inbound calls within 3 months of launch
- Average response time dropped by 82%, boosting customer satisfaction
- Outbound upgrade campaign conversion increased by 28%, while call centre cost reduced by 35%
- Escalation resolution improved: human agents handled higher-value calls, reducing resolution times by 40%
- ROI achieved in under 6 months, with clear scalability across volumes
Our Client Review
“Working with Destro Technologies to deploy our voice-AI agents has been transformative. We’ve significantly reduced our call centre load, increased outreach conversions and elevated customer experience — all while keeping our brand voice consistent and compliant.”
Laura Gibson
Director — Logical Energy Ltd