5 ways utilities can boost customer engagement in record time

Fast and efficient data sharing and analysis holds numerous advantages across different domains:

The combination of real-time data and historical insights can help you predict workload, allowing for proactive and optimized resource allocation. This data-driven approach also empowers you to make timely decisions, which is crucial in responding to issues such as power outages, equipment failures, or fluctuations in energy demand.

Efficient data sharing enables a proactive approach to your customer communication, e.g. by using chatbots or creating FAQs. It also allows you to increase sales effectiveness, resolve billing issues, and provide real-time energy consumption information quicker than ever before. This improves overall customer satisfaction.

With centralized data, you’ll have a comprehensive 360° customer view that empowers your Customer Service Representatives (CSRs) to offer enhanced and more personalized customer support, and it enables AI to address up to 28% of customer inquiries automatically.

By using data in an intelligent way, you can also identify new opportunities for revenue generation, and speed up time to market for new products & services. For instance, by considering data sources like weather predictions and energy consumption trends, it becomes possible to forecast energy usage accurately. Moreover, data can help you diversify your offerings and introduce innovative solutions such as dynamic energy contracts, which will also incentivize your customers to consume energy during periods of high production when prices are at their most favorable.

You can enable brokers to take swift and proactive actions by providing them with real-time data on leads, prospects, and even engaged customers.

On top of all this, efficient and accessible data also facilitates compliance and reporting tasks.

For seamless and effective data sharing and visualization, consider the adoption of a modern Customer Information Solution like Itineris’ UMAX.

UMAX is a flexible CRM & CIS solution, built on the powerful and secure Microsoft Dynamics 365 platform. This platform, known for its low-code and cloud-based nature, is seamlessly integrated with Microsoft Azure and incorporates robust toolsets, including Microsoft PowerBI.

Because of UMAX’ unique utility data layer, it is the perfect solution for energy companies.

It empowers your organization to monitor real-time business performance, facilitating informed and compliant decision-making.

• The visibility of end-to-end processes, from pricing and contracts seamlessly through to billing and collections, enables you to provide an extraordinary level of customer service with a reduced cost to serve.
• UMAX also offers automatic alerts, that can be used to notify customers, detect irregularities in the backoffice, such as invoice delays, and highlight security incidents.
• UMAX is natively integrated with Opinum’s renowned Data Hub, a cloud-based platform for utility data analytics and visualization. This integration allows advanced analytics and AI-driven insights.