Utilities

BlazeCast® Customer Notification

BlazeCast® Customer Notification solution enables utility companies to improve satisfaction and ensure a better service experience through automated, interactive and proactive notifications to customers.

Reach Customers Using their Channel of Choice
By using the customer’s channel of choice to communicate timely and relevant information, utility companies improve engagement by notifying customers of a wide range of events from outages, payment reminders and energy awareness programs to revenue-generating programs such as service upsell, coupons and promotional offers.

Benefits

• Increase Customer Satisfaction – deliver real-time, personalized and interactive notifications over the customer’s preferred choice of media via landline, mobile phone, IP phone, text, email or other customized channels
• Increase Customer Revenue – upsell new products and targeted special offers via customer’s preferred choice of communications
• Differentiate Offerings – deliver a differentiated customer experience by driving more timely and effective communications via a multi-channel customer engagement model

Loop™ Customer Engagement

Loop™ Customer Engagement solution plays a pivotal role in improving retention and increasing satisfaction. Loop enables utility companies to capture real-time customer input from a variety of mobile and social media sources – and makes it actionable – by directing it to accountable staff via a wide range of channels for immediate response, action, resolution, tracking and follow up.

Improve Loyalty Through Real-Time Engagement
For today’s utilities the old ways of connecting with customers are no longer adequate. Today’s tech savvy customers have a heightened sense of immediacy and expect a response when they have a positive or negative experience to share with their utility. This new customer mindset is driving utility companies to rethink the way they approach customer engagement. It is that speediness to act on customer feedback in real-time that enables utility companies to foster loyalty and retention, and ultimately, turn customer satisfaction into a true competitive edge.

Benefits:

• Differentiate Offerings – become more competitive by offering a differentiated customer experience
• Improve Customer Satisfaction – direct real-time customer feedback to accountable staff and resolve issues in a timely manner; build goodwill and brand equity
• Save At-Risk Customers – immediately know when a customer has an issue, empowering employees to take immediate, remedial action
• Real-Time Reports – metrics are centrally tracked and available in real-time reports

Loop™ Voting solution allows utility companies to engage their customers and capture live responses fast and easy. In a matter of seconds, polls can be created with no programming, no databases, and no complicated setup. Using the customer’s preferred mobile or tablet device, utility companies can capture real-time customer feedback on a variety of relevant topics such as customer satisfaction, service improvements, trust, respect, corporate stewardship, dealing with customer problems, keeping customers informed, handling outages and restoring power, being a leader in energy conservation and many other important attributes for running a highly rated utility from a customers’ perspective.