For Utilities and Energy Suppliers

A woman holding a smartphone with a new message.

VXcommunicate

VXcommunicate is a cloud-based, multichannel messaging solution that allows utility personnel to schedule automated communications with multiple groups of customers. Allowing for open communication, fast service, and real-time updates between you and your customers.

 

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Build Relationships 

  • View current and historical customer correspondence.
  • Integrate with CIS and third-party services.
  • Create and manage communication templates.
  • Conduct multi-channel outbound communication quickly. 

 

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Empower Customers

  • Allow customers to opt in or out of communications.
  • Give users the ability to change their contact method.
  • Save your utility's valuable time and resources.
  • Improve customer satisfaction with self-service tools. 

 

A woman receiving an incoming email notification on a desktop computer.

Keep Your Community Informed

  • Trigger event-based notifications or alerts for targeted customers at the right time.
  • Send communications using customers' preferred methods of contact. 
  • Control the customer notification template management system.

 

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Improve Communication

  • Improve each customer interaction and reach faster resolutions.
  • Reach your customers how they want to be reached.  

 

Key Benefits

Reach your customers how they want and allow them to opt in or out of communications to improve your customer service.

Time 2
Reach Customers Fast
Contact customers immediately when service disruptions or outages occur.
Person 7
Empower Customers
Give customers the ability to opt in or out of communications.
Data_icon_thin black
Track Essential Details
Manage the details of each customer interaction.
Team 4
Build Relationships
Improve interactions and communications with customers.
Feedback 4
Keep Customers Informed
Trigger event-based notifications to target customers at the right time.
Check List 2
Prevent Future Issues
Give customer support staff more time to solve complex issues.

Trusted by Utilities Across North America

“

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. 

Jeff Farney
Vice President of IT, SouthWest Water Company
“

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.

Clint Baze​
Director of Engineering and Operations, Rincon del Diablo Municipal Water District
“

VXcommunicate 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.

Sarah Skaggs
Director of Customer Operations, EPCOR USA
“

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.

Peter Cloutier
Business Operations Manager, Lee County​ Utilities
“

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.

Mark Clark
Utility Director, Bullhead City, AZ
“

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.

Laurie Loftin
Water Conservation Coordinator, Athens-Clarke County

Explore More Resources

Customer Engagement FAQs

What are the features of a utility customer engagement platform?  

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.

How does utility customer engagement differ from customer engagement in other industries?  

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.

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