5 Customer Experience (CX) Trends in Utility and Energy

Best Utility Billing Software

We all want our business to get results.
We want more eyeballs on our business and we want that attention to be fruitful.
But how can we get the results that we wish to achieve?

Well, achieving business goals can be a tough nut to crack, especially for industries relying on legacy platforms and functioning in operational silos.  The same stands true for the Utility sector where the entire operations are based on paper-intensive and usage-driven processes. These legacy platforms have become a bottleneck for utility marketing firms while limiting the amount of agility and holding them back from being future-ready.

Furthermore, Utility Management Solutions is facing increased competition with ever-changing regulations and government norms. And, the situation has worsened with the increasing customer base that makes it difficult for the industry to deliver insightful Utility billing statements and contextual communications.

Cost-Effective Utility Billing Software

To stand apart from the competition and deliver a great customer experience in utility that make customers yearn for repeat services, it becomes essential for the utility sector to re-think its document-heavy and customer-facing problems. This can be easily achieved by eradicating the manual and time-consuming processes which will ultimately help the organizations to deliver an unimpeachable Utility Customer Experience Platform.

This is where the CCM software comes into the picture and slows down the complexities of delivering a remarkable Utility Customer Experience. With CCM software, the utility industry can increase its profit margins by including cross-sell and up-sell opportunities while delivering interactive and dynamic Utility billing statements through Utility billing Systems. These documents help customers to analyze their usage, raise concerns in real-time and reduce the need to call their utility service providers.

CCM Strategy for enhanced Utility Customer Experience


  1. Collaborate customer information from different sources into a single window
  2. Deliver interactive and contextual information via a unified platform.
  3. Maintain consistency and deliver omnichannel communications on time across multiple touchpoints
  4. Personalize communications by leveraging pre-defined business rules.
  5. Create cross-sell and up-sell opportunities
  6. Comply with regulatory standards

To know more about the other benefits in detail, read “How CCM Software is gaining spotlight in the Utility Sector.”

Following are a few of the challenges that a customer communication management suite solves:

  • Disintegrated view of customers– The majority of customers in the utility sector want more in terms of clear and bi-directional communications related to monthly bills, changes in rates, etc. The legacy platforms being used in these organizations generally lack the capability to provide an integrated view of customers. This makes it difficult for utility firms to analyze the collected information and deliver it as per the customer’s expectations. With an agile CCM technology, utility firms can have a centralized view of customers that will help them to seamlessly create, send, receive and store communication and documents all in one place.
  • Lack of insightful billing statement– The rising usage and services available at differentiating prices have made it challenging for utility service providers to retain customers. Today, customers are demanding solutions that help them in analyzing their usage including caution and suggestions. With customer communication management software, organizations can deliver highly personalized and responsive statements to customers in the form of web-based dynamic HTML bills received via emails. The dynamic bill includes data summaries, transactional sorting of data, graphs, embedded spreadsheets, and multiple call-to-actions.
  • Low on providing true omnichannel experience: The digitally connected customers demand communications on their preferred channels as and when needed. Without the right technology in place, exceeding customers’ expectations can be a daunting task for utility service providers. Legacy systems and age-old technologies have made it difficult for these organizations to deliver seamless and consistent communications. With an omnichannel approach, the utility sector can efficiently operate via a single window, fostering high-level customer experiences across various touchpoints.
  • High Compliance risk and privacy regulations- The utility sector is facing hardship in responding to the disruptive economy. With ever-changing government norms and regulations, it has become quite difficult for them to implement customer communication strategies that harness great customer experiences. This has limited the capability of the utility sectors to deliver new products and improve customer outreach via different channels. Thence, it is advisable for the utilities to implement a strategy that reduces compliance risk and improves efficiency throughout the communication processes.
  • Lack of customer journey analytics- Tracking down customer behavior and sending them proactive information is one of the challenges being faced by the utility sector. For a long time, Utility companies were in the driver’s seat when it came to customer communications. But with digital consumers changing the rules of the games,  utility providers are forced to communicate with them on a personalized, relevant, and contextual basis. This can only be achieved with intelligent technology that tracks and analyses the buying behavior of the customers and thereafter provides insights that can be converted into meaningful actions.

Omni-Channel Communication for Utility Management Solutions

With FCI (customer communication management company), organizations can constantly innovate and deliver omnichannel customer communications.

Click here for a quick demo – https://fci-ccm.com/request-a-demo.php

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