A Microsoft-powered CX solution built for utilities

We have all experienced the impacts of technology advancements relative to customer service. For instance, AI and omnichannel communication methods are changing not only how companies effectively and efficiently provide customer service, but also the customer’s expectations of a superior, convenient, and timely experience—when and how they choose.

To meet these challenges, utilities are forced to choose between the fortitude and scalability of a larger technology vendor, or the agility and customer-centricity of a boutique technology partner. Regardless, the ideal vendor needs to stay committed, delivering the enhancements and support required for a rapidly evolving market.

What if you didn’t have to choose? What if you could have it all with a single vendor?

Welcome to Itineris.

The Itineris + Microsoft connection

Most utilities already use Microsoft products in their day-to-day operations (who hasn’t sent an email via Outlook or created slides in PowerPoint?). Many also rely on Microsoft’s Active Directory to protect their data and that of their customers. So why not select a customer service solution built on the Microsoft platform?

Our modular UMAX-CX and UMAX-CRM customer service solutions are built on and in the Microsoft Dynamics 365 platform, offering seamless integration with the Microsoft ecosystem—easy to learn and use.

Arguably the foremost leader in technology innovation, Microsoft invests massively in emerging technology, setting the bar for solutions that specifically revolutionize the customer experience. Itineris focuses solely on the utility industry. We provide intimate customer relationships by controlling our entire product lifecycle: developing, delivering, and supporting our solutions.

Updates instead of upgrades

Whereas other CX/CRM platforms require costly and comprehensive forklift upgrades every few years, Itineris utilizes the Microsoft One-V model, which provides more approachable updates up to seven times a year. Our customers receive new features and functionality with each release, alleviating the need for a major platform upgrade, significantly decreasing the total cost of ownership, and ensuring they are always running the most current version of UMAX. These updates include security patches (such as changes to maintain NIST 800 compliance, etc.), interface updates, and any custom development to support changing business requirements. All updates and patches are always validated via thorough regression testing to ensure uninterrupted service.

The technology beneath

UMAX-CX and UMAX-CRM offer extensive, natively embedded Microsoft ecosystem tools that enhance a utility’s operations. Need insightful data visualization? We offer Microsoft Power BI for actionable analytics. Looking to automate business processes? We offer Microsoft PowerApps to build low-code, quick-to-deploy apps. Interested in leveraging AI to streamline your customer service offerings? We offer Microsoft Copilot, the industry-leading AI tool leveraging the latest OpenAI language models. All UMAX-CX and UMAX-CRM functionality is out-of-the-box ready—no custom development needed. This is something no other utility-focused CX/CRM vendor offers today.

Security

In an age of constantly evolving cybersecurity threats, a strong security posture is critical, particularly in the heavily targeted and vital utility industry. But you can rest easy knowing your business-critical processes and data will always be available and secure, because Microsoft boasts more security certifications than any other cloud provider on the planet. UMAX-CX and UMAX-CRM benefit from Microsoft’s state-of-the-art, multi-layered security across physical data centers, infrastructure, and Azure cloud operations. Azure itself is built with customized hardware, has security controls integrated into the hardware and firmware components, and boasts added protections against threats such as DDoS.

Conclusion

Itineris offers utilities tremendous benefits through our customer service solutions. We develop, deliver, and support UMAX-CX and UMAX-CRM, while leveraging the power and innovation of the Microsoft D365 platform. With Itineris, you are guaranteed future-ready solutions powered by Microsoft, and an intimate relationship in which you have a voice.

UMAX empowers your utility with robust, AI-powered data management capabilities, enabling you to efficiently collect, analyze, and act upon vast amounts of customer data. This includes data from smart meters, insights gained during the sales journey, payment behavior of customer groups, and feedback from customer service interactions such as sentiment. Moreover, thanks to its flexible nature, UMAX seamlessly integrates with third-party solutions.

UMAX is a suite of modern, configurable customer information system (CIS), customer experience (CX), customer relationship management (CRM), asset and field services management solutions, specifically designed for utilities and developed on the powerful Microsoft Dynamics 365 platform. UMAX is natively integrated with Microsoft’s Copilot AI, making it a powerful and flexible solution for all your business needs. Our solutions simplify daily tasks through automation and user-defined workflows, supported by insightful analytics and actionable data.

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Speak with an expert

Let’s discuss how Itineris can improve your customer experience with UMAX Customer Service!

Michael Kerfeld

Vice President, Investor-Owned Utilities

email Michael