Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analysing and operationalising it to provide more targeted, proactive customer experience. To achieve this, providers must customise agent consoles with widgets for more personalised, effective customer service.
The overview
A gas and electricity provider has begun collecting data on its entire delivery process. With a more accurate segmentation of their market, they can promote a set of new, targeted offers, together with incentives to use resources at non-peak hours. They are also launching a promotional campaign to encourage customers to upgrade their installations. They need customer service solutions that enable agents to quickly and easily find the information they need to present these offers, without having to leave the console.
The challenge
Customising agent consoles with targeted information
The utility provider wants to:
- Customise consoles for agents based on needed skills,
- Provide all relevant information in agents’ consoles, so they don’t need to access multiple data sources during a call,
- Ensure that agents have the information they need,
- Demonstrate expertise,
- Increase flexibility, so that as their offers change, the consoles are enhanced.
The solution
Customisable widgets provide agents with targeted information and enable multiple functions within the agent console, including:
Viewing recommended offers for each customer
- Based on region and usage
- Updated in real-time
- Enabled with instant pricing
Calculating costs and savings
- On current or upgraded installations
- For current or adjusted usage
Preparing and sending new contracts
- Auto-filled with customer data
- Attached to customer email in one click
The solution
- Faster service
- Enhanced customer engagement
- Greater agent satisfaction
- Increased sales of specialised offers
- Effective up-selling and cross-selling opportunities
