Customers, expecting a change of stride, are no longer satisfied with slow-paced and stone-age methods to avail support services. The robust customer service platform dedicated to the utility industry is designed to gain the ground of positive engagement. It helps your customer service representatives (CSR) to make most of the accumulated data and be answerable to the users. The multi-channel utility CRM solution serves as a centralised source to account management, service request management, billing and payments, SLA management and adhere to the legislative standards.

The modern customer relationship management strategy is largely centred on being more proactive than reactive. The solution assists the companies to take timely actions and manoeuvre future plans in advance with the insights from a single source of information. For instance, it allows helping your customers by observing energy usage dashboards, offering rebates, preparing your field teams, etc. Moreover, the automation-based workflows match the exact business processes for smarter working.

“Personalised Services” have won hearts of the customers across all the industries. The utility sector should not lag behind to leverage technology for the associated benefits. The suite of self-service applications and web channels offer various self-help options to the customers thereby reducing number of direct calls and increasing levels of satisfaction. These apps help the customer to pay their bills, manage their accounts, monitor their usage, push notifications; search knowledge base, get updates and even company can send them quick tips to save energy & other such guides.

Data is precious, powerful and portentous. A company’s ability to exploit its information gathered over years is certainly helpful to reshape and streamline the existing processes and serve the customers in a better and effective manner. Data analysis supports measuring performance and identifying issues and loopholes. It opens the door to control the problems and improve the quality by having a close watch at the metrics. With the the platform offering accurate dashboard metrics, predictive analytics is going to be the game changer.

The rising uncertainties in the utility industry, aging infrastructure, high functional costs, demand for high operational efficiency, lower growth cycles and cost cutting scenarios have challenged the companies to earn sufficient ROI. However, the flexible, scalable and device-independent comprehensive customer service solution delivers utmost quality of services and care to the customers, earn new ones, and garners opportunities to extract maximum performance from the employees with economical expense.