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Utility companies deliver vital services to their customers and must pay close attention to cost containment. They must take a proactive approach to what, when, and how they communicate with customers to keep customers well informed and prevent costly inbound calls. Today’s utilities can benefit from a multi-faceted contact strategy that lets them deliver time-sensitive alerts, and secures feedback to refine customer service approaches. Companies can deploy precise messages across multiple channels—IVR, SMS, and email—and decrease inbound support calls.

SkyCreek has been a leader in the field of customer contact management for over two decades. We can put our expert knowledge to work for utility companies to craft precision contact programs that cut costs while reaffirming customer satisfaction. Each SkyCreek solution is fully-customizable. This means we can adapt our technologically-advanced offerings to meet each utility’s specific business needs. We assign a dedicated, named account manage to each customer so that we can help our utility customers stay on the forefront of customer contact management.

Delivering Improved Customer Experiences in Today’s Utilities Industry

In many instances, customers reach out to a utility’s front-line employees, when placing a call to a local or regional call center. Call center employees handle everything from service activation and billing inquiries to repair issues and outage reports. Companies can implement contact management and service evaluation technologies to create a high-performance front-line team who serve as true customer ambassadors. In addition, utilities can limit avoidable inbound calls by delivering preemptive service notification to alert customers to known outages, weather events, or other issues.

In addition, utility companies need advanced appointment reminder to manage their complex field service operations. Utilities can deploy pre-dispatch confirm/cancel solutions to mitigate missed appointments and no-access situations which drives up costs. Companies can achieve dynamic, real-time scheduling to deploy field teams with precision and keep costs in check.

Order verification technologies empower utilities to secure customer input to prevent order fallout and all the associated waste and cost. Moreover, utilities need compliance verification technologies to engage customers in key business processes, such as repair closeout and issue resolution.

Key Points

  • 1. Delivering exceptional customer communications is paramount in the utilities industry to avoid large volumes of expensive in bound calls
  • 2. Utilities can improve customer outreach by taking a proactive, multi-channel contact approach to deliver vital information to customers
  • 3. SkyCreek has over two decades of proven customer contact management leadership and can apply this expertise to advance the contact processes at today’s utility companies.

SkyCreek: Advanced Customer Contact Solutions for the Utility Industry

SkyCreek offers a unique blend of decades-deep contact management expertise coupled with strong utilities industry insight. This allows us to implement fully-customizable solutions which precisely map to the specific business needs of each utility company we serve. Our solution set includes:

  • Appointment Reminders – remind customers about upcoming appointments or readings
  • Preemptive Service Notifications – eliminate unwanted inbound service calls by notifying customer about known service changes or issues before they happen
  • Post-Interaction Employee Surveys – collect valuable customer insight after every interaction with front-line employees and enforce consistent experience consistency to improve experience performance and accountability
  • Order Verifications – integrate customer order validation process into existing ordering protocols to double-check order validity and suppress errors prior to fulfillment
  • Compliance Verifications – engage customers to measure compliance in key operational processes from confirming orders, claims status, etc.
  • Sentiment Surveys – capture unstructured customer feedback and evaluate to discern the true voice of the customer
  • Employee Contact Compliance – Certify that employees make required contact with customers and that they consistently deliver quality experiences
  • Custom Multi-Channel Solutions – partner with SkyCreek to implement custom set of solutions solution mapped to a company’s unique business requirements

We offer a technologically-advanced solution portfolio, fully customized to suit each insurance company’s precise business needs. Our professional services and dedicated account management approach ensures each insurance industry customer can implement the right solution and evolve it over time to adapt to changing business requirements. We offer competitive pricing and a pay-per-outcome pricing model to help our insurance customers maximize ROI.

Contact us for a demo of our utilities best practice contact solutions