Utilities

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

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.