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Enduring organizations deliver outstanding customer experiences while providing quality services to them at an affordable cost. The technical landscape is changing at a rapid pace. With that, the customer expectation is also changing, thereby bringing in the need to put more technical solutions in their control. This poses a unique challenge to the utility managers as they try to improve their processes and enhance their effectiveness to provide better customer service.
We help our customers in the following areas:
Customer Information
Even 10 years ago, customer information meant using a Meter-to-Cash system. Producing an accurate bill used to be the most important function. The extensive invasion of technology within our lives has made it necessary for the utility managers and employees to think outside of the Meter-to-Cash process. With the advent of smart grid and big data coupled with the changing demographics within our population, it is necessary to use technology right from the service point in order to provide automated customer self-service. We help utilities in every step of the process from customer information system to customer self-service, as well as mobile computing.
Customer Self-Service Strategy
Do you have customers who constantly call your customer service center for ways they can communicate with you over the web? Our daily dependence on digital devices makes it absolutely necessary for the utilities to provide more self service on the web. We will help you identify the extent of customer self service you can provide within the constraints of your IT infrastructure. We will design the roadmap for your customer self-service strategy to enable you to interact with your customers more effectively and reduce your operational budget.
Process Improvement
We will look at your organizational capacity, readiness, and constraints to streamline the processes within your customer service department. Using the proper order of events from getting readings to producing bills and collecting payments using different channels, utilities can reduce the cycle time for responsive service and increase customer satisfaction. We help to identify and fix problems within particular processes with the utility and provide top-notch advice to improve your customer experience and keep up with the latest technologies of the industry.
Payment Channels
Utility customers don't just send a check every month. They are looking at different ways they can make payments. How do they know when their payments are due? How many of your customer are actually reading the bill details? We will help you develop more payment channels in line with your customer self-service strategy to reduce the Meter-to-Cash cycle time.