Utilities

With utilities under increasing pressure to deliver a better customer experience for less, it’s never been more important to harness the value of digital channels.

Now you can give customers the seamless, omni-channel experience they demand, while unlocking productivity and efficiency gains for your organisation. Our customer self-service solution combines a robust set of technologies into one secure, easy-to-maintain solution that integrates with your back-end systems.

Now you can give customers the seamless, omni-channel experience they demand, while unlocking productivity and efficiency gains for your organisation.

Benefits for your organisation

Customer service, anytime, anywhere

A personalised, mobile-responsive dashboard allows customers to view and manage their account, pay bills or find information at anytime of the day or night.

360 degree view of the customer

View customer information, history and records in one centralised location for quicker response times.

Streamlined processing

Get time back in your day by automating form processing, notifications and customer communications.

Why are utilities turning to customer self-service?

Utilities who don't evolve to meet customer demand for greater convenience and online services face the risk of disruption, customer dissatisfaction and ongoing pressure to deliver more for less.

So how can your organisation:

improve customer satisfaction and engagement levels?
reduce spending on back-office processing, communications and IT?
reduce customer call centre volume and improve average handling times?
improve employee productivity and eliminate inefficiency?
see ROI within 12-24 months?

By taking advantage of the opportunities provided by digital channel shift, self-service and automation our utility customers are making significant improvements in efficiency and customer satisfaction.

We now have a great new user-centred website, that’s very easy to use and update, is much, much faster than before and has given us some SEO benefits. We have seen some great results from the site in a few short weeks since launch, including a four-fold increase in online payments, which are all fully validated.

Solutions

Customer Portals

Access, control and personalisation.

Enable customers to access and update account information, pay bills, and find answers when it suits them.
Drive seamless digital experiences and smarter back-end systems with integrations that mean you’re not starting from scratch.
Shorten customer response times, drive down operating costs and free up funds for innovation.

Digital Workplace

Collaborate wherever you are.

Out of the box intranet that can be accessed on any device.
One place to share and find all your news and events, company information and complete every day tasks.
Boost collaboration with interest based communities and social forums.

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Find it faster

Power your website with our search and insight engine.

Powerful search that uses machine learning and advanced algorithms to surface the right information, fast.
Enhance your user experience with a search tool that predicts and recommends content.
Optimise content with insights and analytics dashboards that track content engagement.

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