CEP benefits for energy and utilities sector

CEP benefits for energy and utilities sector

The Ultimate Customer Engagement Platform (CEP) in Energy and Utilities

The industry has been on a roller coaster ride for much of the past few years. Caught in the midst of fitfully starting and stopping deregulation, aging infrastructure, higher demand, and the need to cut costs, increase operational efficiency, and return value and dividends; the utility enterprise must continue to focus on delivering the highest quality of service and care to its customers.

The Industry challenges:

  • the need to upgrade transmission and distribution infrastructure and ensure higher service reliability,
  • understanding that customer service and customer care must be the top priority in the utility enterprise,
  • how to leverage CIS, CRM, and customer care systems and technologies to their full potential,
  • understanding how to best use customer information once it is captured - what information and when to communicate with customers,
  • new consumer opportunities are emerging with the increasing adoption of smart technology, mobile devices and the integration of Web-enabled platforms such as social media.

Facts

59 % consumers are satisfied with their electricity providers. But satisfaction rate decrease with length of time consumers interact with their providers.

Still, in deregulated markets 25 % would switch to another electricity provider.
(Accenture end-consumer observatory 2012 among 10,158 residential end consumers in 19 countries.)

Key advantage

Being able to provide reliable, affordable electric power, natural gas, and/or water to customers while also communicating, billing, and collecting payment from customers in a courteous, efficient, and proactive manner.

Success

The goal of the utility should be to manage customer expectations, provide customer services and communicate with each customer throughout the entire customer lifecycle. Having customer-care applications that integrate sales, service, billing and collections and provide customer service organizations with a single extensible view of customer data.

COCOS CUSTOMER Engagement Platform enables enterprises:

Optimal Customer Experience

How

Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:

  • contact centers,
  • outsourcers,
  • help desk,
  • maintenance,
  • finance.
WITH : SKILLED BASED ROUTING & WORKFORCE OPTIMIZATION

Provide customer 24/7 personalized, accurate and fast support.

WITH : SELF SERVICE, INTERACTIVE WAITING QUEUES

Engage with customers and prospects in real time via their preferred channel of communication.

WITH : MULTICHANNEL SOLUTION

Result: Increase Customer Loyalty

Proactive Communication

How

Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and:

  • execute upsell & cross sell,
  • proactive sales support.
WITH : KNOWLEDGE BASE, CHAT, CO-BROWSING

Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:

  • new accounts,
  • account updates,
  • billing queries.
WITH : MULTICHANNEL SUPPORT

Notify customers via different channels for:

  • network outages,
  • service updates,
  • billing /collections,
  • promotions and loyalty programme benefits,
  • new energy packages.
WITH : CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Revenue

Proactive Engagement

How

Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.

WITH : CAMPAIGN MANAGER

Reduce web site abandonment by helping your visitors complete forms, understand account options and answer any last-minute questions.

WITH : PROACTIVE OUTBOUND MANAGER, SELF SERVICE, AUTOMATED SERVICES

Provide automation and self-service.

WITH : AUTOMATIC CONTACT ROUTING, VOICE & WEB SELF SERVICES, WORK FLOW MANAGEMENT

Increase first contact resolution rates, shorten training times an increase agent capacity.

WITH : SKILLED BASED ROUTING & WORKFORCE OPTIMIZATION & KNOWLEDGE BASE

Result: Reduce Cost

Greater Efficiency

How

Plan, train and assess employees to achieve both operational efficiency and effectiveness.

Calculate staffing, aggregate multi-system work, prioritize & distribute to the best resource to meet:

  • customer SLAs,
  • business priorities,
  • efficiency targets.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Increase productivity with:

  • Click to Call,
  • Predictive dialling,
  • automated and pre-scheduled outbound campaigns through different channels, etc.

 

WITH : INTERACTIVE WAITING QUEUES, CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Productivity

 

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