Automated Customer Communications

The challenge:
Customer service makes up on average 21% of utility customer cost-to-serve. Outsourcing call center operations can help reduce costs; however, this means a utility loses control of customer contact, vital to customer service differentiation. According to leading analyst firm Chartwell, 40% of utilities already outsource some aspect of their customer contact. However, fewer still experience the benefits of an integrated multi-channel customer communications suite.

The service-with-software dDifference:
With service-with-software outsourcing, utilities can add meter-to-cash services that complement the CIS and business processes. First Data Utilities will manage and integrate the services, insulating utilities from the service integration headache.

Utilities that wish to maintain control of their call center can supplement their customer communications with services which automate customer contact functions to improve communications efficiency and effectiveness, as well as reduce costs through automated, inbound self-service solutions and innovative outbound tools that trigger quick response, often without CSR involvement.

Speech recognition, SMS, and VoIP are just a few examples of the newer technologies that are redefining what is possible in automated customer care. These technologies enable applications that would have been too difficult for customers to manipulate in a pure “touch tone” world and create terrific opportunities for utilities to improve customer interaction and deflect call center expense.

Utilities can select an integrated Automated Customer Communications suite which automates outbound customer notifications via mail, phone, e-mail and mobile SMS for collections, marketing and service alerts, and includes inbound Interactive Voice Response (IVR ) and web self-serve applications to complement your call center operations.