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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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The customer experience is critical to the success of any company. It improves customer retention, increases engagement, and reduces complaints. It may even mean more money,  with people willing to pay 17 more percent to businesses that offer great customer service experiences. 

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If you’re a utility, then you should be looking to better understand your utility customer, so that you can improve the customer experience, enhance your own internal efficiencies and drive up utility customer satisfaction. But how? A utility customer portal can help you do just that. 

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There are two important components of successful utility customer service. The first is, of course, customer satisfaction while the second component is the internal efficiency of your customer service team.

There’s one customer service strategy that utility providers can use to help enhance both the customer experience and their own customer service efficiencies. Call deflection.

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 On-demand customer service has grown exponentially in the last few years, and it’s now a crucial aspect of the customer experience (for utility providers included). On-demand TV and movies are entrenched in the home entertainment industry, online shopping gives consumers the opportunity to purchase products whenever and wherever they are and smart devices connect us to our service providers 24 hours a day, seven days a week.

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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.

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“How do we better leverage technology and improve the customer experience?” That’s a question that businesses all over the world are grappling with as we transition into a world where online usage and customer expectations are increasingly growing.

In fact, according to an article published by McKinsey, “the companies that make the right investments now could build an enduring advantage in serving customers.”

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Did you know that utility providers typically lag other industries in creating “wow” moments, with just 33 percent of utility customers experiencing one of these experiences in the past year, according to a study from McKinsey.

According to the report, delivering stand-out moments that go above and beyond customers’ expectations can lead to dramatically higher utility customer satisfaction.

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