How has the implementation of utility digitalization strategies changed the way your utility interacts with its customers?
- Sep 24, 2020 4:10 pm GMT
This item is part of the Advances in Utility Digitalization - Fall 2020 SPECIAL ISSUE, click here for more
I’ll tackle this from less of a utility specific view, but rather what I have observed in my time in both public and IOU spaces (and under the guise of my consulting firm such that my views do not represent my current or previous employers).
Customers today require communication flow to be bidirectional and intelligent. Customers want the ability to easily connect with their utility, which is provided through multiple channels including web, mobile app, SMS, chatbots, IVRs and call center agents. Waiting on hold is not acceptable, and being able to instantly interact with a utility, for whatever reason, is crucial. Outage notification, bill payment, power usage – customers want these functions to be available, and quickly usable, at a moment’s notice. Utilities I have worked for invest heavily in these channels, not only for how they interact with the customer, but also how they integrate behind the scenes – the ability to effectively send data upstream and downstream to systems that need to act on the data in order to address the customer need.
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