How The silverblaze Smart Forms Improve the Utility Customer Service

August 18, 2021


In an industry as mature as the utility sector, finding new operational efficiencies is no easy feat. That’s why many utility providers are turning to automated processes to save time and money. 

This is particularly crucial for your utility’s customer service team, where a large volume of requests are being shared and transferred across departments. This will ensure day-to-day and customer service activities are completed in a timely manner, as well as eliminating any human error that might occur internally. 

The majority of these requests are simple, while some are far more complex with creative decision making needed to resolve them. The problem is, your customer service representatives (CSRs) are probably spending too much time on simple, repetitive tasks as opposed to concentrating on these complex queries that deliver real value to your customers.

By using the silverblaze Customer Portal for Utilities and its innovative Smart Forms and Workflow software, your utility can now make the most of digital analysis opportunities to better improve the efficiencies and effectiveness of your customer service team. 

silverblaze Smart Forms

Our team has analyzed all of the if-this-then-that’s, examined every point of contact, and every decision making crossroad to develop a system that allows your utility’s customer service team to focus on areas that actually require personal attention.

With that knowledge, we have created a series of internal and external Smart Forms that validate data and trigger actions without bottlenecking operations. With customizable backends, our Smart Forms conform to your utility’s requirements, processes and best practices.

The result? Services requests are routed to the appropriate team without errors and omissions. All members of your team know exactly what they need to complete and when. 

Smart Forms can be used for a range of customer service queries, including:

  • Updates to account information
  • Account access information
  • Reporting an outage
  • New customer connection
  • Submitting a reading
  • Transfer of service
  • Billing issue forms
  • On-demand debit application 
  • Pre-authorized payments
  • Service requests
  • And so much more!

How Does This Improve a Utility’s Customer Service? 

Smart Forms have a range of benefits for your utility, from reducing your technology costs, automating workloads and helping your team to manage projects based on priority. Here we’ve listed a couple of the top ways in which Smart Forms specifically help your customer service team achieve better results:

✔️ Automate simple queries for more efficient CSRs

The large majority of customer service processes and queries can be automated through the use of Smart Forms. That means your utility can now automate the processes involved in collecting and responding to customer queries.

By automating those simple customer queries and helping your customers to find their own answers, you can free up time for your CSRs to work on more complex queries. Your customer service agents will now be spending their time working on tasks that deliver higher value to your customers.

✔️ Enhance the customers experience, all while saving money

Smart Forms are a way of automating utility customer service requests faster and better than using PDF, paper and simple website forms. Smart Forms use integrated workflows to intelligently direct customer queries to the correct department without the need of human assistance or monitoring, allowing for faster and more accurate responses that improve the customer experience (CX). 

Simply put, Smart Forms boost customer satisfaction and lower utility operating costs by creating efficiencies both internally and externally. 


Are you interested in learning more about how silverblaze Smart Forms can improve the efficiencies of your entire utility? Get in touch with us today. We would love to give you a demo of how they work.


It’s time to stop worrying about all the issues that come with low customer engagement, and instead, transform your operations to become the leading utility company in your area.

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