Currently, customers tend to approach you when they first experience difficulty paying or following a non-payment. In both cases, most utilities are reactive to the issue. Moreover, your customer service advisers are overwhelmed by interactions with unhappy, stressed customers, which affects their motivation and mental wellbeing.
That is why you must conduct a proactive analysis of your customer base. Drawing on internal and external data, and historic and forecasting data, your utility can gain insight to assess financial impacts and to help your customer adjust consumption behavior, thus reducing their invoice. By connecting data from smart meters with the customer information system (CIS), you can personalize customer insights and provide tailor-made advice. Digital integration and automation also enable consistent and reliable debt journeys with easier reporting.