Your utility’s Customer Information System is a crucial component for providing the best customer service experience possible. Because customer needs are always evolving and expanding, there’s a chance your current utility CIS is missing features that have become standard with your competitors. Today, we’re going to take a closer look at the three most common features that your utility CIS may be missing, and address why they’re necessary for customer satisfaction.
1.The Ability to Track Usage Events – More and more, utility customers are interested in seeing how their usage stacks up over time. The ability to compare utility usage before and after significant events (such as the installation of a central air unit, or transitioning from incandescent light bulbs to LED) is a feature that is in high demand. In fact, our recent survey of utility customers showed that 74.2% of respondents would find this feature “useful” or “very useful”.
2.The Ability to Send SMS Notifications – In the same survey, 56.4% of respondents between the ages of 18 and 24 indicated that they would be interested in receiving billing and other important notifications via SMS (text) messaging. These messages could include information regarding service changes, account modifications, or special bundles and offers. The convenience and security of never missing important information from their utility provider is important to these customers, and with so many expecting to be able to connect with their utility via their mobile device, this number is only expected to grow over time.
3.The Ability for Customers to Connect With You via Online Forms – If your customers need to talk to you, they want to be able to do it quickly and conveniently. In fact, more than half of the respondents we surveyed (53.5%) indicated that their preferred method of contacting their utility provider is through a mix of online forms and email. This method allows customers to instantly provide their utility with information without having to contact a customer service representative. Not only is this convenient for customers, it also reduces strain on your customer service department—allowing your team to provide assistance on pressing and emergency issues more effectively.
Your Utility CIS Will Never Miss Another Feature With Capricorn Billing Software
If your utility CIS is missing some (or all) of these features, Capricorn can help. Capricorn is a self-service portal designed specifically with utilities in mind. It’s a convenient, powerful solution that easily integrates with your existing utility CIS and allows your customers to:
- Remotely access their accounts
- Pay bills from their desktop, laptop, or mobile device
- Connect with you via online forms to provide valuable information
- Receive SMS notifications regarding their service, their account, and upcoming offers
- Track their usage year over year, as well as before and after major events
- And more!
Capricorn is fully scalable and built to evolve with your utility. It’s also regularly updated with new functionality so the features your customers expect are always available. If your utility is committed to providing a second-to-none service experience for your customers, enhancing your utility CIS with help from Capricorn is a must. To learn more about Capricorn and its robust feature set, download our FREE Ultimate Guide to Customer Satisfaction & ROI With Smart Technology right now!