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.
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.