Energy and Utilities Solutions – Robust Efficiency

Change has come to the utility industry; there is increased competition in gas, water and electric, much of it fostered by deregulation’s forced separation of production and distribution. As a result, customer satisfaction is paramount to retention.

The focal point of customer satisfaction, of course, is the contact center. An optimal contact center implementation can enhance the user experience by making real-time information available to customers ...allowing them to check account status, pay by phone, and schedule appointments or services through the IVR.

Customer satisfaction can also be increased by enabling CSRs to quote a smaller, more accurate time window for on-premises service, and by increasing flexibility to confirm and reschedule appointments in advance of the scheduled service date/time. Further, field representatives can use a sufficiently robust IVR system to...

• report their location and when they will arrive at the next appointment
• call in to order additional parts or services
• call in with status of the client upon service completion

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How MicroAutomation can help:

• Enhance the self-service user experience and reduce live agent interaction by making real-time information available to customers, enabling them to pay by phone and to schedule appointments or services through the IVR
• Reduce call influx and agent time loss with outbound notification of service interruption or other issues
• Reduce missed appointments and increase field representative efficiency by implementing an outbound notification scheduling agent for appointment reminders, confirmations and reschedules, with subsequent self-service options for the caller if needed
• Implement functionality that supports the field rep scheduling/support enhancements described above