Communication Advantage™ is a cloud-based, multichannel messaging solution that allows utility personnel to schedule automated communications with multiple groups of customers.
VertexOne’s decades of experience providing world-class customer experience solutions is one of the key reasons this project went so smoothly and why we’re happy to have become long-term partners.
With VertexOne's engagement solutions, we are able to effectively and efficiently notify our customers of planned and unplanned water outages is truly invaluable for our customer service operations.
Customer Advantage provides the flexibility our customers want. They’re able to adjust when we read their meters, and they can pick a billing date. This allows us to listen to our customers and respond.
By moving to a fully hosted and managed platform, we are able to expand the functionality through additional VertexOne modules and agile services to quickly drive rapidly changing business demand.
We are happy that a customer can now go online and see their water use. VertexOne makes sure that information is available for customers who want to utilize the self-service portal. And the staff time we expect to save by partnering is very exciting.
To accomplish our goals, we needed a platform that would allow us to translate date for employees and customers alike. The end result: improved water conservation, overall customer experience and engagement, and customer satisfaction.
A customer engagement platform includes software solutions that are designed to help utilities lower cost to serve their customers through self-service features, which reduces traditional call volumes, and converts costly mail and payments processing to more cost-effective digital channels. Customer engagement programs are fully hosted, managed, scalable, and secure, and must be meter and CIS agnostic to integrate with external utility websites and systems. The right solutions provide a configurable appearance, including utility-specific branding and colors.
This all helps utilities to improve collections by using features and targeted marketing to influence desired customer behavior, which ultimately increases customer satisfaction and self-service adoption.
Utility customer engagement in the water, natural gas, and electricity industries must account for different factors, such as energy consumption, regional compliance goals, seasonal demands, and individual customer preferences.