Proactive customer intelligence
Proactive customer intelligence: revolutionizing customer interaction for utilities
Putting the customer at the heart of a utility provider’s business has never been more critical. Utility providers have to do more with less: the pressure is mounting to keep costs down while driving quantifiable changes in customer behavior. A proactive utility customer intelligence strategy, as part of a flexible smart billing and customer information system (CIS), makes that possible.
Customer intelligence and utility CIS systems should enable:
- Consistent experiences across all channels - including web, smart phones and in home devices
- Proactive, automated and simultaneous real-time service, sales and collection actions
- Contextual personalized interactions and closed-loop self-learning
- Use of existing IT and infrastructure investments
- Scale to 100s of millions of transactions per day
- Updates to customer data in back end systems, such as utility customer care and billing and collections, among others
- Real-time intelligent device management and intelligence in every customer interaction
Convergys offers a proven range of solutions that deliver customer intelligence and utility CIS systems. In addition to Convergys Smart Utility Solutions - smart grid-enabled utility customer care and billing - Convergys provides Customer Intelligence Solutions to bring the customer experience alive.
The reality facing many utility providers is that their existing utility customer care and billing/CIS infrastructure isn’t designed to exploit the combination of opportunities that today’s rapidly evolving technology and a younger customer base offers. Convergys Customer Intelligence Solutions for utilities help providers change that dynamic to the benefit of their customers and customer service operations alike.
