Simple tasks like initiating service, paying a bill or reporting an outage have been difficult and cumbersome experiences for many utility company customers.
And today’s customers expect more from service providers than ever before, demanding instant gratification, easy communication and the personalized, agile and modern experiences of companies like Amazon and Uber
Our utility specialists provide service for customers seeking to connect, disconnect or transfer service or report outages, leaks and other emergencies—24 hours a day, 365 days a year.
As the public face of clients in a regulated industry, our multichannel customer care centers are staffed by utility specialists who understand that continuous access to utilities is essential to the quality of your customers’ lives and are equipped to support millions of consumers annually.
We also provide information and enrollment support for energy assistance and conservation programs, and conduct billing, collections and other business processing services. In those interactions, we effectively engage your customers, elevate the experience with your brand, lower your cost to serve and increase customer satisfaction.
Customer engagement
Support your customers in any channel they choose. Our specialists aim to fully address customers’ needs within the initial telephone conversation, web chat, email exchange or face-to-face discussion to ensure prompt, accurate service.
Improve efficiency
We augment the capabilities of our utility specialists with guided workflow and artificial intelligence, giving them greater access to data and customer information to ensure quicker resolution times and better availability to handle complex customer issues.
Reduce cost to serve
We strengthen relationships and empower your customers by advising them on self-service options and converting them to digital methods of interacting with your brand.
Financial management
Our utility specialists are highly experienced in managing collections activities and processes. We help your customers understand their usage and bill and manage collections through various payment methods and channels. We also support your community initiatives by improving participation in assistance programs for vulnerable customers.
