Within the tightly regulated and highly competitive utilities space, ContactEngine lets you hold more effective conversations with your customers, and helps you retain and gain more business. From onboarding to appointment scheduling, billing, and in-life customer care and support, ContactEngine’s utilities-specific proactive conversations benefit customers and providers alike.
Where ContactEngine fits in
Sales and onboarding
Our utility clients see immediate improvements in customer experience and efficiencies throughout the entire customer onboarding process.
Onboarding processes vary client by client and are geo-specific, but ContactEngine typically covers proactive conversations around tariff selection, cycle dates, billing (including setting up direct debits) and initial meter readings. Where installations are required, such as switching to smart meters (geo-specific), ContactEngine manages the customer conversation to ensure a successful installation.
All of our clients across industries recognize the value in customer churn reduction, and this enables us to take lessons learned in one sector and apply them to others.
In doing so, we have identified the single most important factor in reducing churn: being proactive. Being proactive not only allows you to stay front of mind and ahead of the game in customer experience (reducing churn) but it also enables you to transform consumer purchasing. ContactEngine listens for triggers in each customer’s data, and creates a bespoke conversation, like offering tips to lower energy consumption based on customer usage and habit; or scheduling a service visit before a customer needs to call in for a repair. ContactEngine varies its conversations with each of your customers -always seeking to retain, defend and increase margins.
Regulatory compliance requires traceability on any number of issues and varies depending on geography. All conversations ContactEngine holds are transparent. ContactEngine is white box, meaning its conversational algorithms are explainable and fully auditable, unlike many off-the-shelf black box solutions.
Often compliance isn’t just about communication. Results matter too. And so, wherever an appointment is required to achieve compliance, ContactEngine proactive conversations ensure the success of those appointments with greater business efficiency.
ContactEngine elicits customer feedback (NPS, VOC, CSI surveys) and escalates customers to an agent when necessary for immediate intervention. Surveys can be randomized or placed immediately post-event.
Our data driven insights for banking
ContactEngine works with many of the largest telcos and utility companies in the World. We examine some relatively novel techniques we have seen work wonders in churn reduction across many areas of the customer journey within our clients.
The second problem of the install journey happens on the day of the visit. Even if the small fraction of successful calls from your call centre manage to schedule an installation date and time, a locked door is enough to undo the perfect alignment of sales, offers and marketing that lead up to that point.