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The landscape of utility software has changed dramatically in the last few years. If utility providers are to keep their customers both engaged and satisfied in today’s customer experience-focused world, they need to stay up to date with the latest, and greatest, customer engagement software for utilities.

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The energy industry has seen significant changes over the past decade, and the pandemic has only increased what customers expect from their electricity providers even further.

This has been a challenge for electric utility providers, which have traditionally operated in an industry with little-to-no competition. This lack of competition left many management teams seeing no real value or ROI in prioritizing the customer experience and investing in innovative technologies. 

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Based on a mix of regulations and demand from consumers there’s a new type of utility billing that’s beginning to change the face of energy markets around the world - and particularly across North America. It’s called supplier consolidated billing (SCB).

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No customer likes an increase in their bills, especially when they could have limited control over the company they use - like their utility providers. But what if we told you rising energy bills were an opportunity for your utility to improve the utility customer experience?

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Changes in customer behaviour have been significant over the past few years. As a result, the customer experience (CX) is now one of the most important focuses for customer-facing businesses. Despite the little-to-no competition within the utility sector, this is no different for utility providers which must now become CX-centric or risk falling behind.

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Are you providing your customers real time usage data and trends? If not, you’re missing a huge opportunity to enhance utility customer engagement and improve customer satisfaction levels. By simply providing your utility customers with usage data and analytics, you can dramatically transform the customer experience for the better.

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Technology has evolved significantly over the past decade, and with it has come a new customer; a customer who expects a more seamless experience from brands and service providers than ever before. 

For utilities to successfully improve customer satisfaction, a focus on reducing customer effort, increasing customer engagement and improving the customer experience is crucial. Technology can help make all of that happen. 

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Customers in 2022 are more environmentally-conscious than ever before, and are becoming increasingly more aware of electric vehicles, self-generated energy sources and the impact of climate change.

As a result, consumers are now demanding that their utility providers ‘up’ their environmental game by introducing new initiatives, enhanced customer engagement and processes that help both the customer and utility to become more environmentally friendly.

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Customer centric strategies and culture are all about creating world-class customer experiences and focusing your company’s efforts on truly delivering what your customers expect and need from your business.

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Winter is here, and for utility companies in northern locations that means snowstorms, icy roads, freezing temperatures, and high winds … all of which translate to a higher risk of service outages.  

When this happens, you can be sure that customers will want to report their outages to your utility and receive communication from your organization on when their service might be back up and running. 

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