Overview

Change is sweeping across the utility industry. Technology advancements, such as smart grids, and changing customer behaviors are creating new opportunities for customer engagement and transformation of customer service. We combine a deep-understanding of the utility-customer relationship, technology expertise and experience managing business-technology transformations in the utility industries that helps client meet their dual mandate of world-class customer experience and optimizing cost-to-serve.

Our Customer experience platform is the outcome of our work with utilities recognized for delivering exceptional customer experience. It addresses customer experiences across all touch points, including customer acquisition, billing, payment, collections, service orders, energy programs, inquiries and complaints and outage communications. This integrated offering has been built to address a wide range of challenges faced by utilities operating in regulated and deregulated markets, including-increasing self-service across channels, providing increasingly mobile customers with convenient access to information and services, using social media for customer engagement, ensuring seamless experience across multiple channels, enabling personalization in services and marketing, and providing marketing teams with greater control over the roll-out of customer engagement initiatives.

Customer experience management is recasting the utility-customer relationship. A successful transformation of customer experience requires careful consideration of several aspects such as new channel adoption, multi-channel communication and personalization. We are a trusted business advisor to utilities seeking to build a world-class customer experience

We can help with:

• Digital Maturity Assessment
• Digital Transformation Roadmap
• Customer Journey Definition
• Enterprise Architecture Definition
• Product Evaluation