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:
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.)
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.
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.
Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:
Provide customer 24/7 personalized, accurate and fast support.
Engage with customers and prospects in real time via their preferred channel of communication.
Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and:
Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:
Notify customers via different channels for:
Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.
Reduce web site abandonment by helping your visitors complete forms, understand account options and answer any last-minute questions.
Provide automation and self-service.
Increase first contact resolution rates, shorten training times an increase agent capacity.
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:
Increase productivity with: