Utilities Prepare for the Digital Consumer
Anyone renting, owning, or overseeing a property knows that picking an electric, gas, or water utility based on personal interests, pricing, and offerings isn’t typically an option. There is no opportunity to shop around for services; the utility customer is simply assigned a service provider based on location.
The dissonance between this lack-of-choice system and customer satisfaction is emphatically expressed in a recent survey, finding that 75% of customers claimed that, given the option, they would change energy providers.
Why change now?This demand for change is largely due to an enormous leap in technological advances and the innovations that have followed. Printed, mailed invoices and customer cold calls are in the past--today’s consumer is digitally savvy and constantly connected. These lifestyle changes should be reflected in the way utility companies connect with the consumer. With UtilliCX, utilities can communicate with customers in text, email, and chat bot. And, customers finally have the ability to review their utility usage in real-time, across any mobile or desktop device.
How is UtilliCX ready to help me?Designed by software and utility experts, UtilliCX promises to help you stay in touch with your customers - anywhere, anytime, on any device. UtilliCX is a SaaS based, multichannel customer engagement and experience platform built for utilities. With extensive out-of-the box functionality, UtilliCX simplifies software development and reduces the number of third-party integrations to manage. Deployments are fast and provide a scalable solution that meets any utility needs in only a few weeks. The software provides over 250 real-time features, including bill payment, monitoring energy usage, reporting outages, scheduling repairs or a technician, and signing up for energy saving programs. Built in the cloud, UtilliCX can handle fluctuations in customer activity without any sacrificing system performance or the customer's experience. UtilliCX offers 150 pre-built data connectors, making integration with your existing systems a breeze. Using this functionality, UtilliCX streamlines utility customer service through the application of rules-based automation of activities, substantial self-service features, and real-time integration with back-end systems.
Why is UtilliCX important for a digital future?Over the past few decades, technological advancements have changed how our world operates, from ride-sharing, to one-click online shopping, to instant internet searches for information and research. The utility industry is evolving through innovations of their own, such as advanced meters and real-time energy management information systems. These innovations help in gathering historically missing details and information on customer energy usage habits but is only as powerful as it can be made useful. Data is now available in real-time, and at larger scale, and producing a wealth of information to make available within and outside the utility industry. Through UtilliCX, utility providers and customers are provided with tools and data to better manage energy costs, consumption, bill payment, and much more.
How does UtilliCX prepare utilities to engage with customers?Today’s consumer is a connected one--this means a demand for more accessibility and online presence throughout their daily interactions. This connection, however, is not largely seen in the utility industry. The focus is shifting however, as more utilities are emphasizing customer experience and engagement, and utilities are increasingly able to make information and data more available, usable, and connected to customer products and services. With UtilliCX, utilities can cultivate mass appeal to the digital generation of users to build relationships, trust and a network of assistance.
How does UtilliCX make happy customers?That’s where UtilliCX comes in, to provide customers with tangible, easy to understand billing and payment information, while simultaneously empowering them with the ability to track energy usage, reduce utility costs, and find innovative ways to curtail energy wasted. UtilliCX demonstrates this value of energy efficiency and encourages further investments in it. Using this software, customers track energy consumption and participate in energy efficiency services. Instant-access to energy usage empowers customers can share energy saving and environmental impact improvements across social media, both spreading the excellent tool that is UtilliCX and simultaneously creating a platform for engagement with the utility, energy efficiency, and environmental awareness. With new, user friendly tools, there is an increasing interest in using this data in more sophisticated ways--to inform and help educate entire sets of customers for more eco-conscious behaviors, to be better stewards of energy and water resources.
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