Why should Utilities look for a Holistic CIS to enhance customer experience?
The systems that support the operations of service providers are constantly evolving to meet emerging business requirements and challenging digital customer expectations. In this scenario, having a holistic solution capable of managing every process in the customer domain is fundamental to maximize benefits all across the board.
58% of utilities are considering the need for better integration as one of their top drivers to modernize their systems architecture. Evolving customer expectations are pressing utilities to implement a holistic technology solution that supports traditional Meter-to-Cash (M2C) and billing processes while providing advanced customer-facing capabilities to deliver a superior Customer Experience. The future CIS should aim for expansion not integration, and Open Smartflex is the smartest path to avoid the need of building bridges between a utility’s enterprise solution.
With an advanced CIS at its core, Open Smartflex is extended in four dimensions: on the metering side with Meter Data Management (MDM) features, on the customer side through a Customer Relationship Management (CRM) component with omnichannel engagement capabilities and digital self-service attributes, and on the field dimension with Mobile Workforce Management (MWM) options. To round it up, an Analytics dimension is included to provide the input necessary to enhance service providers’ decision-making process.
Open Smartflex’s is structured as a multilayered solution that grants flexibility and ease of maintenance to service providers, allowing them to enlarge its basic scope and implement new functionalities anytime on their own, avoiding software development costs. Likewise, by using sophisticated tools such as frameworks, workflows and a rule engine, these companies can deploy new processes and operational flows in a simple way to have complete control over every customer-facing process.
Being able to map the journeys that customers follow requires a panoramic view of every interaction and transaction made by them. This becomes crucial for utilities aiming to become customer-centric organizations in which service representatives must be equipped with a tool that synthesizes information from different sources (contact channels, enterprise systems and field crews) and presents it in an eye-catching fashion, helping them to manage every service situation effectively while boosting customer satisfaction and loyalty.
Open Smartflex´s holistic approach enables service providers’ omnichannel strategy. This way, customers can interact with the company using both traditional methods such as phone calls and in-store, as well as digital channels, keeping the context of the interaction regardless of the touchpoint. Thanks to that, companies can provide a wide array of channels without worrying about the risk of losing information when the interaction begins in one channel and continues in a different one, preventing customers from redundancies and gaps that may harm the CX.
Open Smartflex’s outstanding flexibility allows service providers to develop new products and services beyond traditional utility commodities. Thanks to features that enable an intuitive portfolio modeling, companies can harness business opportunities and tap into new revenue sources at ease by creating enticing value offers to cater to increasingly relevant customer segments such as prosumers and environmental-savvy individuals looking for demand-side management options. Likewise, utilities can venture into non-conventional services such as broadband and telecommunications, helping them to provide a comprehensive offer with services converging in one bill.
With Open Smartflex, service providers can run their business using a single solution capable of supporting all the processes in the customer domain. Thus, these companies are presented with an unparalleled opportunity to reduce the Total Cost of Ownership (TCO) and avoid the burden associated with the integration of several systems that would otherwise cover just a fraction of their operation and require huge synchronization efforts.
Customer Self-Service (CSS) portals have become critical for utilities’ efforts to deliver an outstanding Customer Experience (CX).
Open Smartflex’s self-service portal gives utility customers total control of their relationship and improving their overall experience with the company.
Discover the powerful capabilities that Open Smartflex delivers to utilities to help them build new revenue streams in record time.
Open Smartflex provides utility customers every tool necessary to enroll in special programs through their preferred contact channels.
With Open Smartflex, utilities rely on a powerful configuration tool to model any pioneering product and service to meet market needs.
Without a doubt, self-service is not a passing trend, it is a reality that many customers have already embraced in their daily lives.
One of the essential components of customer experience is self-service, which is quickly becoming a “must-have” feature for service providers.