4 ways to optimise utility billing and customer care operations

Service optimisation, multi channel customer engagement, back office efficiency and predictive customer behaviour with billing and customer care services. Engerati analysts and industry experts join in this live energy webinar to highlight billing and customer care opportunities for the energy sector.

Recorded: 25 May 2017

Webinar Overview

Utility billing and customer care says a lot about the quality of an energy company and its services.

Getting it right benefits both the customer in terms of more accurate and relevant utility billing, but also the supplier through reduced costs, increased sales and customer satisfaction which in turn drives the higher return on investment.

We have identified three key impact areas and have invited top experts to share their knowledge and use cases in each of the areas below:

Impact 1: Service optimisation

Good service has two routes: the extraordinary which is determined by people, staff and company culture, and the highly efficient driven by systems-centric service optimisation. Both have a similar outcome in delighting the customer. We explore how this ‘icing on the cake’ can be delivered as part of your service-centric planning.

Impact 2: Benefits of multi-channel customer engagement

Today's customer has access to more communication channels than ever before. Ensuring you know their preferred channel has never been more important. Enabling customer self service through intelligent e-billing can help to reduce costs and increase customer satisfaction.

Impact 3: Back office efficiency and transformation

A digital workplace enables your field workers and service agents to upsell and cross-sell more effectively for increased customer satisfaction and revenues. Empower your employees with streamlined tools that improve efficiency, collaboration and customer service.

Impact 4: Predictive customer behaviour

Keep pace with rapidly evolving behaviours and raised customer expectations. Your data helps you drive insight. From this you can predict customer needs, identify cross-sell opportunities, launch new services and offers to the right audience and deliver an exceptional energy customer service.

Get involved and ask the experts

Following our presentations, you will have the chance to ask your questions to our experts. Share your opinions with your peers and most importantly understand the fundamental impact to your business and the transformation opportunities.