UTILITY CUSTOMER EXPERIENCE

Engaging and personalized correspondence

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Customer-Centric Communications for Utility Providers

Customers are Driving Digital Transformation

Today’s utilities strive to meet diverse challenges, yet encounter similar demands regarding customer communications. Increased regulation and competition, changing customer behavior,  an aging infrastructure  and  the need to educate the public on environmentally sustainable practices all place demands on today’s electric, water and gas providers.

The shifting demographics of  consumers towards those who are more environmentally conscious, are digitally adept,  have higher customer service expectations, and require 24×7 access to account information create opportunity for a utility provider to stand out. Electric retailers differentiate themselves with customer service, online portals with analytics, and straightforward billing. Water works undertake extensive customer outreach and education programs to communicate the value of natural resources, the importance of conservation, and the significance of infrastructure investment. Gas providers educate their customers on power options, cost comparisons and environmental concerns.

Utilities greet these challenges with automated yet personalized customer communications regarding account creation, servicing and terminations. Interactive analytics empower customers to research usage statistic and billing trends. Billing and collections correspondence delivered via the customer’s preferred channel improves satisfaction and lowers print and postal costs. Carefully planned and executed outreach communications, across a variety of devices and media, empower citizens and customers to make the best choices for themselves, their utility and their environment.

utility customer experience chart

Build Digital Channels

Utilities Lag in Customer Experience Initiatives

A study by J.D. Power shows that utilities “are among the lowest-performing industry groups when it comes to delivering distinct digital customer experiences, except for a few industry pioneers.” 1

Engage Millennials

Utility Loyalty is Tied to Customer Experience

According to Accenture, almost four-fifths of millennials would consider switching energy providers if a seamless experience was not provided, which shows how important the customer experience is for them. 2

utility customer experience chart

Ecrion Enables Stronger Customer Connections

From marketing to account creation and transfer/closure to self-service analytics, Ecrion’s utility communication software strengthens customer interactions, curtails print and postal costs, and fosters loyal connections with customers.

Utilities worldwide leverage customer communication software by Ecrion to enhance their customer engagement, reduce operating costs, and control the inherent risks associated with high volume and on-demand document automation. Thousands of companies across a broad range of industries ensure compliance with corporate branding and regulatory standards while establishing genuine connections with their customers—one at a time.

Utilities Communications

Design and deploy personalized communications through a variety of delivery channels both automatically and manually. Enhance the customer experience with accurate, timely & compliant correspondences.

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Utilities Billing

Leverage the most frequent utility communication to build customer engagement. Provide meaningful, interactive data in the medium of choice (mobile, email, print, etc.) Reduce demand on call center resources.

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Utilities Analytics

Empower informed decisions. Enable customers to review consumption and billing data in real-time. Support intelligent usage decisions in the best interest of the customer, the utility and the environment.

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utility industry infobrief

Get the Infobrief

Find out how to up your digital game, build compelling and engaging user experiences, and put your customer front-and-center in your communication strategy.

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For a free, no-obligation demonstration of Ecrion’s Customer Experience, Customer Communication and/or Document Automation solutions, please click below.

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You're in Good Company

Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!

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