Digital Engagement: Transforming Utility Customer Care

''Analytics & automation is going to disrupt all the older processes and the term “customer value” will take a new meaning''.

Perceiving modern utility consumer is tech-savvy and it’s constantly on the go. With the help of technology implemented in the community, service providers are expected to be up to date, if not more, when it comes to their utility experience. In order to keep up with today’s fast-paced society, it’s vital to utilize the technologies available to them such as mobiles/ wearable devices, so that they can stay relevant and have a lasting impression on their customers. Well, even though, the utility businesses strive their best to keep up their service applications as feasible and accessible as they can, at times, it fails to bring out a tangible solution based on what the customer exactly wants.

Utilities stumble upon technical glitches and application errors, which is more common in any industry that leads to service gaps. The usual drawbacks are resources not being enough or customer representatives not spending much time to resolve customers’ issues. Whilst of all these, Process efficiency and Compatibility are just to be focused right now when it comes to the better customer experience.

Utility industry has been shifting and in the spotlight of adopting emerging technologies and transforming digitally right from the energy production, service, delivery, maintaining customer accounts to fostering high level of engagement. So, how can utilities attain customer delight? It takes challenges and risks to adopt new technologies concurrently but the transformation will pay the price in the end. If the utilities are able to perform deep research, capable of investing at the right resource, it’s proposed to invest in the right customer-centric platform which suits the ultimate goal of the company.

To know more on ''How Utility Customer Care is Transforming'' please follow Special Issue ''The Transformation of Utility Customer Care - Part1''.