Recorded Webinar

Free On-Demand Webinar | The moment of service: Customized care for faster resolution

image credit: Clevest
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  • May 12, 2021

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When a customer needs help urgently, it’s not uncommon to see the same inquiry coming in across multiple communication channels. Your customer may choose to make contact by phone, send an email, and/or engage online via chat, or some other social platform. 

As much as we want to provide our customers with a range of options to connect, this multi-pronged approach can create confusion and delays, impacting our ability to provide a rapid response at a time when the customer needs it most. 

Omni-channel software platforms, powered by Artificial Intelligence, intuitively consolidate the various threads of outreach into a single line of service. Duplicate requests are automatically removed from the queue and all interaction is captured within a single ticket.

When used in concert with mobile workforce management (MWM) technology, the entire process—from initial customer outreach to resolution of the ticket—is automated. This includes triggering a ticket for the site visit, assigning a crew, sending out automated reminders to the customer of the upcoming appointment, letting them know when the technician is en route to their location and even subsequent follow-up to capture service satisfaction metrics. All of these steps occur seamlessly, for an efficient and positive digital customer experience.

Listen in to Memphis Light, Gas & Water for a lively discussion on how omni-channel customer communications and MWM technologies can help you provide excellent service to your customers, while increasing agent effectiveness and reducing average request handling time.


Michael Faulk, Information Services Manager, Memphis Light Gas & Water
Michael Faulk has over 26 years’ experience in the multi-service utility industry. Prior to his role of Information Services Manager at Memphis Light, Gas and Water, he held positions as CIS Supervisor, Project Manager, Developer, Computer Engineer over Meter Reading, Cashiering/Payments, Mobile Dispatch, and Smart Meters at the utility. He joined the Customer Advisory Board to network with other users, discuss how other utilities are using the product, and discuss MLGW’s mobile experience over the past 18 years and find what's been missing.

Carol Johnston, VP Product Management, Clevest, an IFS company
Carol Johnston has over 15 years of product marketing and product management experience working in the mobile workforce management and other related technology industries. She is a member of the advisory/planning committees for DistribuTECH International and Western Energy Institute, and served as track chair for SAP for Utilities. Prior to Clevest she was VP of Product and Strategic Partnerships for Bazinga Technologies; Solutions Manager for ABB Software (formerly Ventyx); and Product Line Manager for Itron, managing their product and go-to-market strategies.

Paul White, Solution Architect, IFS


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