Regulatory pressures, global competition, customer attrition and market volatility continue to put pressure on utility companies everywhere. More than ever before, operators in the field have to strive for efficiency to protect their market share and profitability. numero works with leading utility companies on a multinational basis, helping major organisations to achieve competitive differentiation through service responsiveness, organisational efficiency and clarity of communication. In fact, numero powers some of the most revolutionary changes in the sector enabling customer service innovations – including smart metering and billing – via established and emerging channels of communication. With our help, these companies can innovative, work more efficiently and achieve competitive advantage.
| numero know-how |
Typical use in utilities |
| Native support for any channel of communication |
- Multi-channel customer interaction with seamless order taking and billing
- Capitalise on additional and emerging channels to market including social media and mobile commerce
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| Automatic interpretation of message content and meaning |
- Fast and efficient response to service outage and customer billing enquiries
- Improve customer response times by automatically directing customers to relevant channels, teams and agents
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| 360 degree view of customers |
- Create a single view of an otherwise complex customer picture that can involve multiple lines of business and utility providers to ensure regulatory responsibilities are met
- Promotion of personalised offers and packages
- Improved customer insight and segmentation
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| Intelligently push contextual information to customers and employees |
- Timely and efficient notifications of service enablement dates and times with the option to request at the touch of a button via multiple channels
- Fast and efficient communication of service disruptions caused by external factors such as ‘acts of god’ and third-party delays – reducing time-consuming in-bound customer enquiries
- Dynamic FAQs to improve customer service and self service
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| Business process workflow and automation |
- Multi-brand support across multi-channels with seamless identification of required brand action and presentation
- Elimination of duplication and inefficient processes that improve customer journeys and improve efficiency
- Extending opening hours and improving customer SLAs
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| Performance monitoring and reporting |
- Introduction of better measures at service performance such as customer satisfaction, first time resolution and P&L performance to replace dated measures such as call handling times
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| Secure, enterprise-class system |
- Elimination of unsecure systems while providing customers with greater accessibility
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We give utility businesses the power to handle all this through multiple communication channels, broadening their reach way beyond traditional phone and paper-based methods. In doing so, organisations are able to capitalise on new opportunities created by the web, mobile messaging, email, automated telephony (such as IVR) and social media.
Our utilities knowledge and expertise is packed in a pre-configured solution based on existing implementations in the field. This solution is pre-configured for standard transactions, ready for out-of-the-box use, to enable rapid implementation and results.
Simon tees off 2012
