Utilities sector
Utilities: streamline your customer relations,
even in tense times
Offer responsive, omnichannel and resilient customer service to manage business peaks, network emergencies and rising consumer expectations.
FOR WHOM?
For energy and service providers who want to modernize their customer service and simplify every interaction from subscription to troubleshooting.
WHY?
Customer relations as a basis for commitment and trust
Peak and crisis management
Outages, weather events, changes in legislation: organizations have to absorb call volumes that can increase tenfold in a matter of minutes. A single outage in a large conurbation can trigger tens of thousands of simultaneous requests.
If the infrastructure doesn’t keep up, service quality collapses. The challenge is threefold: maintain maximum reachability, communicate proactively on incidents and their resolution, and reassure users with clear messages tailored to their geographical area.
Acquisition and ease of contact
For suppliers, a significant proportion of new contracts today come from comparison platforms. The downside: these customers may leave after a few months, attracted by a new offer elsewhere.
Taking back control means creating direct, fluid digital paths: instant chat, click-to-call, scheduled call-backs, outgoing RCS campaigns. Everyone needs to be able to subscribe easily, get in touch quickly and frictionlessly, and find an advisor available immediately.
Building loyalty in an ultra-competitive market
Consumers no longer compare prices alone. Service quality, satisfaction ratings and the simplicity of the relationship are also important factors.
Targeted outbound calls, personalized advice on contracts, recommendations tailored to actual consumption: these are all levers that help you stand out from the crowd, and build loyalty.
The need for immediacy
Gas cuts, power failures, everyday requests: what the customer wants is a rapid resolution. Whether it’s via a bot, an advisor or a technician, the objective is always the same: to solve the problem on first contact.
Self-care solutions enable us to qualify the request, direct it to the right person and, in many cases, solve the problem without a human call. who schedules an intervention at 3 a.m. for the following day, that’s one satisfied customer waiting and one call avoided.
Customer service as a growth driver
Historically perceived as a cost center, the reputation of the contact center is shifting towards that of a profit center.
By automating simple, repetitive requests, your advisors are freed up for higher value-added missions: supporting a customer in their energy transition project, explaining a complex bill, recommending a contract better suited to their consumption.
TAILORED TO EACH BUSINESS
Specific needs for each player
Energy suppliers and producers
Incumbent players and pure players are evolving in a tense market. Every interaction becomes an opportunity: building loyalty, preventing departures, selling value-added services. Rapid digital acquisition, personalized outbound call campaigns and automated sales paths are the levers to be activated in order to make the most of the situation.
Network distributors
Network distributors have a demanding public service mission. The aim is to maintain unfailing management of emergencies 24 hours a day, and to be able to absorb extreme volumes in the event of a crisis. Regionalized flash messages, visual IVRs and qualification callbots are all tools that can be used to quickly inform the users concerned and prioritize real emergencies to dedicated lines.
Water and waste management
These players have to modernize a customer relationship that is often perceived as transactional, while at the same time making users aware of the scarcity of resources.
Two priorities stand out: developing self-service for payment and consumption monitoring, and streamlining exchanges between users and field teams.
FEATURES
Strengthen relationships with your users and customers
Odigo Contact Center
Our contact center cloud platform brings all channels together in a single, highly configurable interface, capable of handling the most demanding volumes.
By being linked to your IS and CRM, it gives your advisors a unified view of interactions, across all channels (telephone, chat, email, RCS, social networks) and enables better customer identification. As a result, they can respond more quickly to important requests, and deliver a seamless customer experience.
Our multi-brand, multi-number capability enables us to manage all your public service delegation contracts on a single platform, with national administration and branding adapted to each territory.
Odigo AI Orchestrator™
Automate simple requests and qualify interactions thanks to artificial intelligence. Your customers can quickly access the information they need (consumption tracking, status of an intervention, bill payment), while your advisors focus on more complex requests.
This intelligent orchestration is essential for absorbing peaks in activity: storms, regional blackouts, cold snaps, etc.
Odigo Outbound™
Anticipate your customers’ needs with proactive communications. Inform them at key moments: confirmation of subscription, scheduling of an intervention, alert on an incident in progress, personalized advice on consumption, reminder before termination.
Well-timed outbound communication reduces incoming volumes, reinforces commitment and makes the life of the contract more fluid.
Odigo Video™
Video assistance is a game-changer for utilities. Rather than sending out a technician without knowing the exact situation in the field, the advisor asks the customer to open a video session: a photo of the meter, a view of the incident, and immediate qualification of the level of intervention required.
Fewer unnecessary trips, and more effective intervention when needed.
Already adopted by demanding companies worldwide
CUSTOMER TESTIMONIALS
What makes Odigo unique
A French leader with a European dimension
Odigo supports its 250+ customers in optimizing their customer relations, helping agents to better manage their interactions and increase efficiency.
A pioneer in customer experience
For 40 years, Odigo has been investing in innovation and cutting-edge technologies: Public and private cloud, Artificial Intelligence, CRM connectors, QM, WFM.
A single point of contact
Odigo is an operator, editor, integrator and business expert, and will support you from start to finish.
Further information
FAQ
Do you have any questions?
How can the Odigo solution help us manage extreme call peaks during a crisis (breakdown, climatic incident)?
The Odigo platform is designed for resilience. Its cloud infrastructure can absorb call volumes that increase tenfold in a matter of minutes, guaranteeing maximum reachability. What’s more, our automation tools (callbots, visual IVR, regionalized messages) enable us to qualify requests, disseminate information in real time and prioritize proven emergencies to your crisis units, protecting your advisors from submersion.
Our industry needs to help customers become more sober. How can Odigo help us become an energy "coach"?
Odigo transforms your contact center into an engine of transition. Thanks to our outbound campaign tools, you can carry out proactive, personalized communications: advice on how to reduce consumption, alerts in the event of over-consumption, information on available aid. By automating simple requests, you free up your advisors to focus on higher value-added conversations, to support each customer in his or her efforts.
Customers expect an omnichannel experience, but we're concerned that this will make our advisors' work more complex. What's your approach?
Our philosophy is that omnichannel should above all simplify the work of our teams. The Odigo console unifies all channels (voice, e-mail, chat, social networks) in a single, intuitive interface. Thanks to integration with your CRM, the advisor has a 360° view of the customer’s history, enabling him or her to pick up where the conversation left off, without friction or repetition. The result: more efficient advisors and happier customers.
How does your solution integrate with our existing business tools, such as our CRM (Salesforce, etc.)?
Integration is at the heart of our platform. Odigo has native connectors and open APIs to integrate seamlessly with your technology ecosystem, including all the major CRMs on the market, such as Salesforce. This integration is essential to deliver a unified customer view, automate processes and ensure that your advisors have the right information at the right time.
How can Odigo's artificial intelligence concretely improve our day-to-day efficiency?
Our AI orchestrator, Odigo AI Orchestrator™, acts on three levels. First, it automates simple, recurring requests via self-service (callbot, chatbot), reducing incoming volumes. Secondly, it intelligently qualifies requests to route them to the right advisor, with the right level of priority. Finally, it supports your advisors in real time by providing them with contextual information, enabling them to resolve problems more quickly and concentrate on high value-added situations.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organisation.