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Oracle Utilities Marketing for Outbound Communications

Increase customer engagement by sending targeted and personalized messages that meet your customers’ needs in the channels they prefer. Drive program engagement, improve efficiency, and reduce contact center calls using a single platform to automate all transactional and service communications at scale.

Discover how Oracle Utilities Customer Experience can help you.

Utilities outbound communications

Improve customer engagement and satisfaction. Engage your customers in their channel of choice when it matters. Automate the delivery of all outbound transactional and service communications using behavior-based triggers that respond to customer actions in real time.

Improve service notifications and customer satisfaction through multichannel communications

Engage customers in the channels they prefer, such as email, SMS, push, web, etc. using a single platform. Ensure a consistent brand experience while providing your service teams with views of customer engagements across all channels.

Proactively send customer notifications using all your customer data

Define customer segments; track, filter, and create targeting triggers; and build customer profiles with easy-to-use interfaces. Apply customer usage, demographics, and weather data to segment and offer customers the most relevant rates or energy-efficiency offers. Leverage Oracle Utilities Opower to refine customer segments and engage customers with insights into their consumption patterns and savings potential.

Manage all your outbound communications in a single solution

Drive program enrollment, improve collection results, and reduce contact center calls with proactive service notifications. Create dynamic campaigns that adapt to each recipient’s preferences, location, and other attributes. Leverage a drag-and-drop template designer and reusable content rules to quickly build and manage multiple campaigns—no script or code necessary. Ensure your messages reach customers when and where they need them using automated communication workflows that respond to customer behavior in real time.

Improve open rates and customer satisfaction with better analytics

Improve customer engagement with sophisticated insights and real-time analysis into the performance of your communication and marketing campaigns. Analyze performance drivers across channels and metrics, track delivery and open rates, and optimize your communication strategy.

Reach the right audience at the right time, with insights from your CIS

Leverage CIS integration to trigger real-time, automated transaction and service notifications such as bill payment or start service confirmation. Build customer segments using data attributes from your CIS, such as usage or premise data. Provide your agents views into customer communications.

Evergy doubles customer engagement with its rate education communications

Evergy's two-year journey to optimize the utility’s CIS has stunning results, including a library of options for every Evergy customer to learn about (and move the needle on) their energy use and spend.

Outbound communications benefits

01Leverage a single platform for all communications

Orchestrate and track all transactional, service, and marketing communications on a unified platform to improve efficiency, lower costs, and ensure consistency across touchpoints.

02Meet customers in their channel of choice

Consistently engage customers in the channels they prefer, such as email, SMS, push, in-application, or in public applications such as WhatsAapp or Facebook.

03Deliver timely, personalized, and actionable messages

Engage customers with targeted and personalized messages using real-time triggers to deliver proactive, timely communications that reduce inbound calls and contact center costs.

04Automate and scale outbound communications

Create and automate dynamic campaigns that are quick, easy, and low cost to produce, replicate, and scale.

3 things to remember about CX for utilities

Caitlin Aburrow, Senior Director, Oracle Product Marketing

Utility providers must transform and deliver value-added CX journeys that contend with the experiences their customers have in other industries. Consider these three things when thinking about utility CX.

Read the complete post

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