With robust account management, streamlined communications, advanced customer intelligence, and integrated Opower energy management tools, Digital Self Service (DSS) enables electric, gas, and water utilities to deliver superior customer service across channels and devices while driving down operating costs.
See the customer self-service experience in action.
Empower your customers for essential self-service transactions, such as bill payments, autopay, payment arrangements, paperless billing, utility program enrollment, usage inquiries, and communications.
Let customers tell you how they want to engage. DSS provides management options for communication and alert preferences such as contact methods, billing alerts, and bill delivery formats. Automatically sync these preferences with your customer information system (CIS).
Give your customers payment flexibility to fit their needs. Enable self-enrollment in a variety of billing-related options, including automatic payments, fixed payments, partial payments, levelized billing, and paperless billing.
Enable customers to connect and manage multiple accounts. Make it easy for them to pay all their accounts at once.
Responsive design ensures customers can easily read and navigate within your portal, whatever the device used for account access.
Make DSS work best for you. Embed widgets in your current website to reduce custom build work and accelerate implementation. Easily adapt widget formatting to fit your brand. Use components you need now with the flexibility to expand and adapt later.
Make engagement intuitive for your customers. DSS is designed to prioritize what your customers care about most and encourages them to take the right action at the right moment.
Enable a staff person to handle account management and payments while a business leader still maintains control.
Support commercial account managers who are responsible for hundreds of accounts. DSS makes it easy for these key customers to find accounts using advanced search, to pay single or multiple accounts, or to restrict accounts to cash-only status.
Move your business customers to action and place relevant programs and offers front and center at login.
Full automation through real-time APIs ensures that DSS and CIS are always in sync. This connectivity eliminates nightly batch jobs, keep records current and prevents disjointed customer experiences.
Reduce support costs and increase customer convenience for resource-intensive start/stop/transfer processes. Configure workflows and required-data capture to fit your business needs.
Educate customers on their energy and water use and provide self-service account actions through modular tools such as bill comparison, data browser, home energy analysis, and ways-to-save recommendations.
Enable customers to understand their current bill in the context of previous ones, how their use compares to neighbors’, and whether a high bill is imminent.
Drive deeper customer engagement around energy use by promoting and making it easy for them to complete a home energy audit.
Become an energy advisor for your customers by delivering personalized recommendations and tips, informed by account intelligence, at the right time.
Help customers visualize and explore their energy behavior, trends, and costs with highly engaging charts, graphs, and insights.
Enable water conservation, improve customer service, and prevent high bills through a water-specific data browser that lets customers see and understand their usage trends.
Proactively address customers’ most common questions and help requests. Clear categories guide customers to the right answers to their questions. Attachments can be included to give context.
Provide faster call center support by launching DSS from the customer’s view within your CIS. Masquerading gives CSRs additional context into what a customer is seeing and remote control to help customers resolve their issues through the portal.
Keep the conversation going. Conversation history is logged in DSS and synced back to the CIS, allowing customers and agents to revisit and pick up where they left off— especially helpful if the conversation moves to the phone.
Quickly adapt to changing customer engagement expectations and roll out the latest features as they become available. As a cloud-based SaaS solution, DSS delivers the latest engagement tools and enhancements multiple times each year.
Protect your customers’ accounts from unlawful access with enhanced account authentication and productized integration to Oracle Identity Cloud Service.
Focus on innovation, not technology support. DSS delivers the stability, security, and scalability of world-class Oracle Cloud.
Have peace of mind that your customers’ information is safe. Oracle Cloud is compliant with many ISO standards and ready for GDPR and PCI requirements.
AEP is turning to big data and Oracle customer engagement solutions to give customers tailored experiences that empower them to take control of their energy use.
Engage customers on their terms with a data-enriched, design-centric portal based on behavioral science.
Stay current with customer expectations by rolling out the latest self-service features as soon as they become available.
Serve customers with lower-cost self-service for most transactions and drive down contact center traffic.
Stephen Hill, Oracle Senior Content Development Specialist
Today’s utility customer is digital. From remote work to keeping tabs on energy consumption, the contemporary customer is connected in numerous ways. And how do utilities engage their customers more consistently? There are several ways...Read the complete post
Connect self-service to front office in real time for better service and customer experiences.
Delight customers with a true omnichannel service offering.
Give your customers deeper usage insights and greater account control by by incorporating meter data to better inform their decisions.
Drive customer engagement by offering better rate options and giving them energy insights.