VertexOne has been providing utilities with web self-service since 2000. Beyond just getting their monthly utility bill online, today’s utility customers expect a wide range of self-service options—on the web and on their mobile devices, wherever they happen to be. They want to pay their bills, see their usage, understand their options and receive relevant offers and information. They also want to be kept informed on a regular basis.
That’s why we created VertexOne Customer Engagement. Customer Engagement is comprised of the VertexOne web and mobile self-service platform (Customer Advantage), a customer communications module (Communication Advantage), and document and customer notification template manager (Document Advantage).
Customer Advantage is a fully hosted and managed, scalable and secure solution that integrates with a number of CIS systems. It is designed to:
Communication Advantage allows utilities to:
Document Advantage provides the ability to manage customer documentation, including letters, contracts, images, audio recordings, videos, etc. and integrates with Customer Advantage and your CIS.
WaterSmart Software The WaterSmart customer engagement and data analytics platform is a customer engagement and data analytics platform designed to help water utilities reduce the cost to serve their customers, improve operational efficiency and increase customer satisfaction with powerful outbound communication solutions, automated self-service and water usage insights.
Customers want self-service and providing those options actually lowers the utility’s cost to serve. The adoption of online and mobile self-service means fewer calls to your utility’s customer care, billing, and field service.
By allowing 24x7 payments through a number of channels, not to mention providing customers with notifications and easy-to-find ways to view and pay invoices, utilities reduce bad debt and the need for collections activities.
With Communication Advantage, customers can customize the type of messages they receive from the utility, while the utility can define, templatize, and send customer communications from a single dashboard.
Customer communications and documents, images, and audio files and video files of virtually any format can be archived and retrieved by customers via self-care or customer care agents via the CRM/CIS.
Customer engagement software provides benefits and customer satisfaction through easy-to-use and digital self-service features. This specialized software can help utilities save valuable time and resources, offering fast solutions to customer issues.
Customer engagement improves customer satisfaction by offering greater insight into usage, providing critical customer notifications and communications exactly when they are needed, and building customer confidence in their utility.
Utility customer engagement platform: Is a fully hosted, managed, scalable, and secure solution. Is fully meter and CIS agnostic. Promotes an excellent customer experience. Has a variety of easy-to-use and self-service abilities. Features a dynamic messaging system that is personalized based on customer needs and feedback. Offers the ability to integrate with external utility websites and systems. Has a configurable appearance, including utility-specific branding and colors. Alerts customers using their preferred communication channel during emergencies, service outages, and critical events.
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.
VertexOne Customer Engagement helps utilities lower the cost to serve, improve collections, impact desired customer behavior, and increase customer satisfaction and self-service adoption. It also manages customer communications, notifications, and documentation.
VertexOne Customer Engagement software: Lowers the cost to serve through self-service features, reducing traditional call volumes and converting mail and payment processing to digital channels. Reduces debt and increases collections by allowing customers to view and pay their bills 24/7 using various payment methods and channels. Influences desired customer behavior through targeted marketing based on account information. Increases customer satisfaction and self-service adoption by providing details about consumption, financial data, helpful hints, and other information customers need.