5 Ways you can reimagine customer service and support for utility companies
In this blog post, we will explore how, by redefining customer service and strategies in the utility industry, we can build a future-ready, technology-driven, enhanced utility industry.
When we experience good customer service, we tell two or three people. But when we experience poor customer service, we tell ten people. Word of mouth and referrals are key to gaining customers. It is important to strive to maintain high levels of customer satisfaction. This is true across industries, especially in the utilities industry.
Customer service in utilities
Utility companies and providers of water, electricity, and gas have been behind in customer service, mainly due to their historically monopolistic nature. They are facing their biggest challenges: the ever-rising customer expectations. From climatic changes to fuel efficiency, companies in the utility industry are being forced to improve their customers’ experience. Rising demands and expectations push these companies to rethink their old ways and prioritize customer satisfaction. Let’s explore how customer service and support can be redefined for the utilities industry.

5 ways to redefine your customer service strategy
1) Create a customer-centric utility
2) Increase customer engagement
3) Upgrade legacy systems
4) Build innovation
5) Billing transparency
Scaling up customer service in utilities
Create a customer-centric utility: As technology advances, utility companies need to adjust their plans to match what customers want. They can do this by using smartphone apps, connecting to smart homes, using AI-powered solutions, analyzing data, and using different ways to communicate. This helps them make a system that focuses on customers. Smart home services are a trend that is gaining popularity in the utilities industry. Customers are increasingly interested in bundled energy solutions such as domestic heating package, intelligent tariffs, etc.
How it helps: This system not only finds customers where they are but also helps them handle their utilities better. In the end, this method brings more happiness to customers, stronger loyalty to the brand, and a greener future for both customers and utility providers.
Increase customer engagement: In an age where customer engagement is a cornerstone of successful businesses, utility companies must embrace this paradigm shift. By initiating customized messages, addressing the customer by name, developing user data into personalized videos, and providing actionable insights, and in-app notifications, utility companies can forge strong connections with their customers. This is where effective communication becomes absolutely strategic. E.ON, a European company, revamped its digital platform to create a more engaging experience for its customers. They launched the energy industry’s first-ever virtual advisor called ‘Sam’: a chatbot designed to offer customers a smarter solution to help them manage their energy accounts.
How it helps: This not only leads to enhanced customer satisfaction and loyalty but also contributes to a collective effort towards responsible resource management and a sustainable future.
Upgrade legacy systems: The utility industry’s transition from legacy systems to modern, customer-centric solutions is a complex journey that requires careful planning and execution. By keeping customer needs at the forefront and utilizing data-driven insights, utility companies can successfully navigate this transformation. Southern California Edison, one of the largest electric utilities in the US, upgraded their legacy customer service system with a SAP solution to enable better efficiency and a better customer experience. This improved billing accuracy to over 99% and replaced nearly 70% of existing customer systems.
How it helps: The rewards are substantial—an enhanced customer experience, improved operational efficiency, and a foundation for sustained growth in an industry that is evolving rapidly.
Build innovation: The utilities industry’s response to the challenges during the global pandemic is a testament to its resilience and adaptability. By embracing innovation, utility companies can foster growth that goes beyond recovery to create a new standard of operational excellence. Empowering customers through self-service support and adopting innovative problem-solving strategies is the need of the hour. London Hydro an energy provider in the US, used smart energy technology to engage customers. They had to provide their customers with a choice of two regulated price plans to choose from. They developed a personalized calculator tool that took actual customer data and delivered personalized cost comparisons to aid decision-making. This resulted in 79% of the customers using this tool in making their choice.
How it helps: As the industry continues to evolve, these approaches will not only address immediate needs but also build a strong base for sustainable growth and customer satisfaction.
Billing transparency: Billing transparency is not just a buzzword; it’s a crucial element of effective customer engagement in the utility industry. Using data analytics, utility companies can offer customers a level of insight and control over their consumption.
How it helps: Transparent billing practices, coupled with data-driven insights, not only resolve customer inquiries but also help customers use resources wisely. This makes customers happier, builds trust, and shows utility companies as partners in guiding efficient and eco-friendly resource use.
Conclusion
Ultimately, this transformation is a journey towards building lasting relationships and loyalty. By prioritizing customer needs, utility companies position themselves as partners in the customer’s pursuit of efficiency, sustainability, and satisfaction. This customer-centric approach is not just a trend; it’s a pathway to continued success, growth, and a positive impact on the industry as a whole. Through reimagined customer service and support, utility companies have the opportunity to create a brighter, more responsive future for themselves and their valued customers.
What Relevantz Can Do for You
Are you ready to redefine your customer service approach? We are committed to delivering exceptional results that enhance customer journeys and create meaningful experiences.
Is your customer service updated to meet the increasing customer expectations? Having a redefined customer service strategy will help enhance your business.
Learn more about how we can help you create impactful experiences for your customers.