Utilities
For the first time, utility companies are facing unprecedented competition. Consumers have greater access to provider options than ever before, and not only do they expect more cost-effective flexibility, but they also expect exceptional service delivery as well.
Our Utilities Clients:
SkyCreek’s eContact platform specialized solution assures that customers’ utility needs and concerns are more easily resolved—while customized analytics ultimately enhance the customer relationship, helping providers further improve service through process efficiencies.
To comply with demands and trends, utility companies require seamless contact solutions that scale easily, and assure a customer service experience that is exceptional.
Consumer expectations that drive trends in utilities and power:
- Low-cost energy storage
- Renewable energy
- Sharing of community-owned renewable energy sources
How does the utility customer experience thrive with SkyCreek’s eContact solution?
- Targeted, timely appointment reminders and outage updates that reduce customer effort, as well as CGAs (Cannot Gain Access) and cancellations—resulting in substantial savings.
- An automated survey module, with proven CX (Customer Experience) metrics, that gauges Customer Effort and Overall Customer Satisfaction, with data collected within 1-3 days of field interaction.
- Immediate field alerts for unresolved issues or dissatisfaction.
- Proven analytics that result in process efficiencies and reduced waste.
SkyCreek’s eContact solution is built for utility sector success:
- Strategic appointment reminders.
- Timely, automated follow-up surveys.
- Immediate notification of potential issues or customer dissatisfaction.
- VOC feedback (Voice of the Customer) that documents technician performance.
How did a leading natural gas company strengthen customer communications and service interactions while using proven analytics to empower their operations, lower costs, and raise the customer experience bar to “exceptional?”
• Improved operational efficiency
• Increased customer satisfaction with appointment scheduling process.
• Gained real-time customer insights through survey portal, including immediate notification of negative responses.
• Gained the ability to evaluate technician performance on key metrics collected by the survey.