The utility industries consist of gas,
power, and water companies. During a time of heightened
competition due to deregulation in these industries,
customer service has become a key differentiator for
competitive advantage. Additional service offerings
and enhanced customer interactions are key activities
to gain this advantage.
Solutions for Utilities
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| Account Inquiry/Payment |
| Allows the customer to
call in to get information on their account. Items
like outstanding balance, next payment due, service
averaging information, etc. can be played to the
caller. Callers can be given the option to pay their
bill by credit card to simplify the process for
both parties. |
| Appliance Service Request |
| Many companies offer maintenance/servicing
contracts for various appliances. Customers can
call in, or be proactively called, when time for
service is approaching to schedule an appropriate
for the work to be done. If there are multiple subcontractors
available for the area, customers can select a specific
choice or leave it up to the system to select. |
| Automated Meter Reading |
| Allows the customer to
read his or her own meter and call in the required
information. System prompts walk the customer through
the process to simplify everything. |
| Automated Trouble Ticket/Dispatch |
| The customer can call the
system to automatically generate a trouble report
and have service personnel dispatched. Information
regarding expected time of arrival, known problems,
scheduling the time for service, etc. can all be
included in this solution. Callers can also receive
information as to the status of a previously reported
trouble ticket. |
Dispatch Resolution/Status |
The service person
can call into the system to give updates regarding
the status of the problem. Completion times and/or
status codes can be entered to inform both internal
and external customers of the status. |
| Service Start/Stop |
| Customers can call in to
automatically select the dates for start or stop
of service due to vacations or change of residence.
The solution sends the information to the necessary
internal parties to ensure smooth transition of
this event. |
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