Customer Experience Platform for Utilities
Drive digital transformation to improve customer service, sales opportunities and retention
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Overview
Utilities are taking a leading role in the sustainability journey. Educating consumers is an important part of that journey. However, many utilities struggle to connect with users on a personal level and across all channels. Customers do not receive the insights to achieve their goals, causing frustration and putting relationships at risk.
Customer Experience Platform for Utilities solutions help organizations transform customer engagement by creating and delivering optimized, relevant and frictionless experiences at scale throughout all parts of the customer journey.
Key benefits
Enhance digital experiences to improve customer satisfaction, employee efficiency and sales opportunities.
Read the brief-
Build and sustain customer trust
Enhance customer experience quality and efficiency to demonstrate value and nurture sustainable relationships.
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Optimize operations
Reduce resource duplication across departments and silos to streamline workflows and information sharing for a more efficient workforce and lower costs.
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Deliver personalization at scale
Deliver consistent and hyper-relevant experiences throughout the customer journey, optimized for any device, digital channel or context.
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Enhance customer understanding
Increase satisfaction and retention using feedback and analytics from customer conversations to better tailor products, services and support.
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Drive higher conversion rates
Identify cross-sell and upsell opportunities based on customer behavior and motivation to tap into new revenue.
Business impacts
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Customer retention
Utilities customers expect relevant, personal content across every touchpoint. Legacy systems create disjointed experiences that drive customers to competitors for better experiences. Send personalized messages to build customer loyalty. -
Utility consumption
Consumers today want to conserve energy and contribute to sustainability initiatives. Typical utility communications focus on usage, missing opportunities to educate and change consumption patterns. Easily create and deliver targeted messages.
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Issue resolution
Call center agents need to resolve customer issues promptly. Silos and service bottlenecks make it hard to find needed data to understand, resulting in unhappy customers. Easily access data and apply analytics to improve experiences. -
Customer billing
Customers want to know exactly where their money is going. Confusing bills cause frustration and increase support inquiries, taxing resources. Create and deliver easy-to-understand monthly billing statements.
Leaders trust OpenText
See how customers are succeeding with Customer Experience Platform for Utilities.
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Explore the components of the solution
Products
OpenText offers a choice of products to drive more intelligent, personalized customer experiences:
- OpenText™ Exstream™Transform customer communications into exceptional experiences
- OpenText™ TeamSite™Create personalized experiences across customer channels with one platform
- OpenText™ Media ManagementQuickly and securely access rich media assets from a central location
- OpenText™ ExploreUncover customer insights with speech and multichannel analytics
- OpenText™ QfinitiTransform contact center back-offices and agent performance
- OpenText™ Core Experience InsightsImprove customer experiences with insight-driven customer journey mapping
Professional Services
OpenText combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Accelerate the Information Management journeyConsulting Services
- Comprehensive Information Management services and resourcesExplore Professional Services
- Reduce time-to-value of Information Management solutionsPackaged Services
