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Customer Experience for Utilities

Create compelling customer journeys with an integrated customer information system (CIS) solution that includes customer service, marketing, and sales automation. Use AI to complete service requests faster, improve service engagements, and promote and sell new value-added products and services.

See how to meet utility customers on their own terms.

How utilities improve their customers’ experiences

Exelon consolidates three customer platforms using Oracle
Baltimore Gas & Electric personalizes support, helping customers save on their utility bills
Evergy doubles customer engagement with its rate education communications
American Electric Power moves to a single customer platform to boost service and satisfaction

Streamline customer interactions, solve issues faster, and prevent frustration

Help your agents quickly deliver the right answer every time

Equip your customer care agents with a 360-degree view, context-aware dashboard that displays scripted workflows and AI-based guidance on the next best action for each customer, so they can move faster and get all the information they need. Create a seamless transition from digital self-service to assisted service channels to ensure issues get solved quickly, without your customers having to repeat themselves.

Explore Service Center

Let customers self-serve on their channels of choice

Empower your customers to establish and stop service, view bills and account details, manage payments, and monitor usage and potential savings through your online portal. Resolve issues faster and cut costs by providing instant access to knowledge articles. Build digital assistants that make automated service as easy as a conversation with your care team.

Simplify customer service with a seamless CIS integration

Give your customers and your care team full access to account data, usage information, billing details, and other account insights in all service channels. Connect your CIS to make billing and metering data available to agents and customers alike through a single user interface that eliminates having to duplicate data across systems.

Explore Customer Information System

Manage field service requests with real-time visibility

Give customers full visibility into their service status with real-time service appointment information that’s displayed on a map. Complete jobs on time using AI to optimize the scheduling and routing of your mobile workforce. Allow customers to provide instant feedback through ratings and comments.

Explore Field Service for Utilities

“We know on peak and off peak rates can seem complex, and we have a responsibility to offer excellent service to customers who choose them. With this new service, we can deliver a better experience for these customers by helping them shift their energy load for improved power affordability and reliability, all while reducing emissions.”

Mark Case

Vice President, Regulatory Policy and Strategy, Baltimore Gas and Electric

Build lasting customer relationships beyond utilities commodities

Boost sales performance with commercial selling tools

Help your sellers propose the right services and rate plans by using AI to help them prioritize high-value accounts and access accurate customer data and insights. Automate eligibility, negotiation, and approval processes and simplify fulfillment as offers are accepted. Track metrics on account health and profitability.

Explore Commercial Account Management

Create personalized offers to cross-sell and upsell new products and services

Use your customer data to identify target segments and create personalized offers for new rate plans or value-added services. Increase cross-sell and upsell conversions by sending messages to the right customers through email, SMS, and self service.

Explore Marketing

Deliver timely, personalized service information to customers

Create and deliver all transactional, service, and marketing communications at scale using a single marketing platform. Engage your customers with personalized service communications on their preferred communication channels.

Explore Marketing Automation

Unify and enrich customer data for more precise personalization

Manage customer behavioral, transactional, and demographic data in a central repository that enables utilities to easily extract information and use it to deliver personalized offers, next best actions for agents, and one-to-one communications driven by AI decisioning.

Explore Unity

Drive conservation and efficiency programs with customer usage insights

Show your customers how to save on their utility bills and improve their consumption habits. Use AI and behavioral science to send personalized messages that educate your customers to improve their satisfaction as well as the success of your conservation programs.

Explore Opower

3 things to remember about CX for utilities

Caitlin Aburrow, Senior Director, Product Marketing, Oracle

Utility providers must transform and deliver value-add CX journeys that contend with the experiences their customers are having in other industries. Here are 3 things to consider when thinking about Utility CX.

Read the complete post

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