Customer service has transformed over the past decade, and customers now demand answers, seek information and want engagement with their utility provider no matter what hour of the day. Automating your workflow is now essential to high-quality customer experience.
In fact, according to marketing research firm IDC, companies lose between 20 percent and 30 percent of their revenue annually due to inefficiencies in their customer service department.
Utility providers must ensure their work is done accurately, that customers are dealt with quickly and that they go above and beyond the conventional customer service with additions such as ebilling, outage notifications and other self-service tools. This is how the customer experience (CX) is improved, and how revenue is increased.
An automated workflow allows utility providers to offer customers a self-service platform, and, in turn, this frees up customer service departments to work on more complex customer support queries.
Wondering what this will mean for your business? Automated forms and workflows will remove the strain on your company due to inefficient manual processes, and that will result in happier customers and an increased return on investment (ROI).
Here are three reasons why automating your workflow will boost your customer’s experience:
1 - Increase speed
Processing a customer request depends entirely on the information you initially receive from the customer, and then being able to send that to the right person within your organization. Automated workflows takes the data from smart forms and re-directs it to designated departments or individuals who are experienced in dealing with specific queries.
The automated collection of customer queries and the redirection of those straight to the correct department, means increased customer service speed and more efficient query response times.
2 - Self-serving customers
Customers want to interact with their utility provider in a way that takes the least amount of effort possible, and on the device of their choice. They want their problems to be resolved in the shortest time period possible, and, in the vast majority of cases, they prefer when they don’t have to directly interact with a customer representative.
Smart forms ensure utility customers are able to send and receive the information they need quickly and conveniently. Smart forms allow utility providers to collect data and information from their customers, eliminate time-consuming manual processes, and improve the accuracy of information.
3 - Maximizing resources
Workflow automation and the use of smart forms allows utility providers to save weeks of employee time, as well as the better allocation of resources. Customers now have the power to either solve their own problems with the information provided by their utility provider, or they can quickly relay information to the provider and get a resolution from the right department in a matter of minutes.
How SilverBlaze can help
The unique SilverBlaze Smart Forms and Workflow software has been designed to seamlessly integrate into a utility provider’s current business practices. Not only will it help your utility automate customer interactions, it also features the necessary tools that enable customers to connect with the utility provider 24/7.
Typical applications include outage reporting, billing notifications, pre-authorized payments and much more. This enables your utility to collect, process and respond to customer correspondence quickly and efficiently.
These white labelled forms have been designed for complete customization to match your utility’s branding, as well as featuring a user-friendly navigation that makes it easier for your customer to access exactly what they need.
With the SilverBlaze Smart Forms and Workflow you will have the tools and information needed to create engaging online customer service that results in a higher level of customer satisfaction, improves the overall customer experience and helps boost your revenue.
Want to learn how to automate your workflows? Contact us today.