Resolving customer issues quickly, leads to customer satisfaction. However, resolution based on out-of-date data can lead to delays, rework or legal issues.
Utilities typically have various legacy systems, including their CIS. It is valuable to have the asset and customer information in these systems along with real-time customer status, consumption data and customer history, which aids in quicker resolution to customer issues.
Changepond has experience working with Utility Organizations across various domains including Smart Meters, Contract Management amongst several others.
Changepond has developed and maintained solutions that can generate and route service requests automatically and allow the customer service personnel to track the service requests though its completion. The solution enabled integrated view of all the relevant information, including the real-time customer status, leading to quick resolution to customer issues, often while the customer is still on the call.
One of the core functions in Customer Care is enabling efficient workflow and scheduling. This enables the organisation to schedule the field-force effectively with the goal to reduce the slack time in waiting and travel and meet the delivery schedule adequately. Changepond's solution provides a tightly integrated and semi-automated work-flow and scheduling engine make this difficult task considerably easier and manageable.
Needless to say, the backbone behind any heavy volume transaction based solution is the messaging infrastructure which needs to be reliable and resilient. To tackle this, Changepond has designed a messaging infrastructure with tighter integration to the unique management and health-check components that allow selective service to stop, resume and recover with no data loss and no manual intervention. It support real-time and bulk messaging and caters for alternative delivery modes like Email, Fax and Paper-printed transmission selectively configurable on each recipient basis over the hundreds of possible destinations.
