Smartflex: The Flexible, Future-Proof, Customer-Focused CIS Utilities Need

Smartflex empowers utilities with flexible and future-proof functionalities to efficiently ride the wave of the industry’s digital transformation while focusing on customer experience (CX) and increasing business turnover. Here are four powerful characteristics of Smartflex that support utilities evolution:

• CX-Focused: To stay one step ahead of customer requirements, Smartflex offers CX-driven functionalities like digital omnichannel interactions, a multi-device self-service portal, personalized next-best-actions, and e-sales capabilities. Additionally, Smartflex offers proactive interactions, a powerful tool to engage customers personally and anticipate their needs before they arise. These features integrated with emerging technologies like AI through chatbots, heuristics, and business rules help utilities draw comprehensive and end-to-end customer journeys to perform meaningful and satisfying interactions.
  
  
• Embedded AI capabilities: AI must be embedded within the core systems that utilities rely on every day, not implemented as disconnected, standalone tools. This integrated approach enables seamless alignment with operational processes, unlocking real efficiency gains, business value, and stronger employee adoption. Smartflex AI-driven capabilities go from advanced analytics to anticipate customer needs, anomaly detection in consumption patterns, AI-driven chatbots, smart routing, and more.
  
  
• In-platform user guidance: Employee experience, satisfaction, and effective onboarding are just as crucial as customer experience when it comes to maximizing utility performance. Therefore, Smartflex comes equipped with Polaris, a digital adoption tool that offers employees intuitive guides that simplify training, improve user experience, and ultimately ensure workforce proficiency.

• Unapparelled flexibility: To increase business revenue streams, Smartflex allows utilities to model and deliver suitable offers for everyone, from traditional services like electricity and water to non-traditional ones like prepaid services, electric vehicle charging, and prosumer programs. With a

 configurable product catalog, utilities gather data across interactions, transactions, and operations to understand their customers and provide the right solution to satisfy each customer’s specific needs.

Evidently, with the utility industry rapidly moving towards a digital transformation, utilities must act now to be prepared for the future. Legacy IT systems are falling behind and simply cannot provide the flexibility, functionality, and scalability required for the market’s changing dynamics and customer needs. This leaves utilities with one obvious choice: investing in a modern CIS, like Smartflex, to remain competitive and resilient in an ever-changing world. By doing so, they can improve customer experience, reduce costs, and increase profitability while ensuring they are meeting the demands of the modern utility landscape.