The stiff competition and expanding regulations in the market has compelled the entire utility sector to rethink on their customer communication strategy. With the rising number of transactions and information heavy documents, it has become difficult for the industry to deliver paperless experience that tends to improve the entire customer journey. With information available in abundance, generating varying documents in high volumes becomes quite a daunting task.
Majority of the utility organizations are still dependent on legacy systems. With unstructured communication strategy and siloed processes these organizations are delivering superficial customer experiences. Either these organizations have avoided upgrading their existing platform or have failed to understand the importance of customer communication management. Moreover, delivering timely, personalized and contextual communications has become a tough nut to crack.
An agile Customer Communication Management (CCM) software eradicates such challenges by consolidating the data and information into a single interactive document. With CCM software utility sector can deliver billing statements with features that will help their customers in understanding the monthly usage, including comparisons and trends for other months.
Here are few ways in which a Customer Communication Management software can help the utility sector in delivering smarter, and a futuristic communication strategy:
- Interactive account statements and bills: With CCM software utility organizations can constantly innovate and deliver omni-channel communications to customers. The need for enriched customer engagement has always been a priority when it comes to delivering level par excellence to the customers. With a customer communication management technology organization can deliver highly personalized and interactive statements to customers in the form of web-based dynamic html bills received on emails. The dynamic bill includes data summaries, transactional sorting of data, graphs, embedded spreadsheets and multiple call-to-actions.
- Digital onboarding: One of the major challenges faced by the utility sector is the lack of an extraordinary onboarding process. CCM software empowers organizations with a centralized and a comprehensive communication platform. It not only provides a real-time engagement but at the same time provides the flexibility of anywhere, anytime seamless service. The transition from manual to digital onboarding by capturing the information, identification and other relevant data of the customer along with e-signatures to integrating with other external systems is now possible. With digital onboarding the utility sector can ensure consistency in customer information as the manual errors of filling paper-based documents get reduced.
- Reduced regulatory compliance: Across the board utility sector has been struggling in overcoming the regulatory compliance which has limited its ability to implement customer communication strategy. This has been affecting the agility and the capabilities of the utility sector to deliver new products and improve the customer outreach via different channels. With CCM software utility organizations don’t have to depend on third party vendors for getting their documents printed. They can simply log in to the software and make changes on the existing documents or create a new document as per the regulatory compliances. Thus, customer communication management software reduces compliance risk and improves efficiency by enabling their team to collaborate throughout the communication processes.
- Personalized upsell and cross-sell promotions: One of the major advantages with highly personalized and dynamic customer communications is the possibility to increase revenue from your existing customers. Monthly billing statements and other transactional documents are highly effective modes to up-sell and cross-sell. These bills can include promotional messages and ads as per the customer behaviour and drive revenue via dedicated landing pages. By following a more focussed approach based on the customer journey, CCM can allow organizations to achieve better results.
Thus, customer communication management software reduces compliance risk and improves efficiency by enabling their team to collaborate throughout the communication processes.
It’s time to say goodbye to traditional methods of static communications and hello to all new dynamic, personalized and interactive communications.
With FCI (customer communication management company), organizations can constantly innovate and deliver omni-channel customer communications. Click here for a quick demo https://fci-ccm.com/request-a-demo.php
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