The Utilities industry has been hit by the digital revolution and is facing increased competition with constantly changing regulations in the recent few years. With millions of customer demanding accurate and insightful billing statements, the industry has been facing a tough time to deliver solutions that assist customers in analyzing their usage including cautions and suggestions.
In the need to deliver an amazing customer experience, it becomes quintessential for Utility companies to adopt a digital transformation strategy and revolutionize the way customers interact with them. Powered with a CCM software, utility industry can increase their profit margins by including cross-sell and up-sell opportunities while delivering billing statements as interactive and dynamic documents. These documents help customers to analyze their usage, raise concerns in real-time and reduce the need to call their utility service providers.
Surge in communication channels, rising financial pressure, deregulations, and competition from third party service providers.
Lack of insightful billing statements that could help customers better understand their usage along with what-if scenarios.
Non-unified and disparate customer communications with inconsistent content and format across multiple touch-points.
Finding it tough to accustom overburdened IT and customer service department due to regulatory pressures and high call volume.
Running low on providing true omni-channel digital experience to customers as suppressing print is still a tough nut to crack.
Losing sleep over increasing compliance risks and privacy regulations while delivering impeccable customer communications.
Deliver communications like utilities bill statements, energy saving plans, service notices and other updates in a non interactive and disengaging manner.
Ignoring the importance of customer-centricity as the focus is more on cost-driven operational efficiencies.
Majority of the utility companies work with different tools and third-party vendors when creating communications for customers to be sent via web, email, SMS, and print. This majorly contributes to different brand images, inconsistent messaging, disparate channel experience and increased compliance risks. With a decade-long experience in the domain of Customer Communication Management, FCI helps you provide the solution that delivers consistent experiences, strengthens brand image and sustains compliance. With FCI, you will able to create highly personalized and deliver communications timely on all channels from a single interface. This will result in a seamless customer experience across all channels.
Many utility service providers share bills that lack personalized usage analysis along with dedicated up-sell and cross-sell opportunities. With FCI, you can create personalized offers as per your customer’s journey and behavioural pattern to encourage them to enroll in different plans that create a win-win situation for you as well as your customers. All this can be delivered as a part of interactive and dynamic communications that allows a customer to raise concerns and feedbacks in real-time.
The digital space is the new normal, especially for the millennial customers. These customers mostly prefer customer communications to be digital instead of print. FCI empowers Utility Providers to serve customers as per their delivery preferences. These communications can be quickly deployed to customers via print, e-mail, SMS or web allowing them to receive information whenever and wherever they need it.
FCI helps you to constantly innovate and deliver omni-channel communications to your customers. Say goodbye to traditional methods of static communications and hello to all new dynamic, personalized and interactive communications.
We also provide true cloud capabilities to optimize the effectiveness of every communication sent to a customer and drive business objectives and growth while maximizing the bottom line.
Request a free demo and we will help you create Delightful Customer Experiences with our Next Generation Customer Communication Management Technology.