Raising the Bar for Utility Customer Service: EPCOR’s USA's Three-Year Plan
With this success, EPCOR USA planned to roll out Customer AdvantageTM for the rest of its North American subsidiaries. Even more importantly, it defined a three-year plan to raise the bar for excellent service to meet customer expectations while driving operational efficiencies and costs to minimize impact on customer rates.
EPCOR USA issued an RFP that included CIS needs, proactive communication, outage notifications, new metering technology support, and more automated dispatch and field service. In its response, VertexOne not only demonstrated its CIS EssentialsTM platform met EPCOR USA’s goals but that it was able to make EPCOR USA’s rate and recovery case to support the project.
EPCOR USA then selected VertexOne once again as its technology partner, and the three-year project began.
VertexOne CIS EssentialsTM will help EPCOR USA realize its goals for now and beyond
VertexOne CIS Essentials — A suite of VertexOne tools and services to drive automation and efficiencies in areas of service delivery and customer support where manual processes are prevalent.
VertexOne Customer Engagement suite, including —
Customer Advantage — A fully hosted and managed, scalable, and secure solution that integrates with a number of CIS systems, lowers cost, and increases customer satisfaction and self-service. Communication Advantage — A full suite of tools for efficient customer communications, including opt-in/out, content management, templates, triggers, and other automation Document Advantage — Manages customer documentation, including letters, contracts, images, audio recordings, and videos, and integrates with Customer Advantage and existing CIS.
VertexOne FieldWork — Mobile workforce management suite to connect dispatchers with field technicians to centralize work management and optimize the scheduling of work assignments.
WaterSmart/MeterSmart — A customer engagement and data analytics platform to reduce the cost to serve utility customers, improve operational efficiency, and increase customer satisfaction with powerful outbound communications, automated self-service, and usage insights.
VertexOne’s re-named product portfolio echoes the company’s long-standing mission to enhance the customer experience. Therefore, products mentioned in this case study may not reflect our current portfolio names. Click the link to learn more about our product renaming and restructure.