The ubiquitous cost-plus monopoly business model once allowed for a simple, one-size-fits-all approach to customers. While that was easy for utilities, it also made the utilities nearly identical to each other from the customers' point of view and almost invisible except when something went wrong.
In today's world, electric, gas, and water utilities face new challenges.
Customer satisfaction scores illustrate the inadequacy of old, weak customer relationship when facing technological change, and the difficulty utilities have in adapting.
What should utilities do?
There are new opportunities for utilities willing to respond strategically. Satisfaction rates improve when the utility changes how it interacts with customers, and utilities have started to act on this information. In recent years utilities started showing interest in customer satisfaction. Also, in the top performers, it's starting to become ingrained, culturally.
Today, the Utility customer expects an outstanding customer experience. Utility brands need to reshape customer engagement quickly and redefine customer service while reducing cost, preserving revenues, and maximizing satisfaction.
The current utility pathology makes this customer-centric evolution very challenging. Now is the time to partner with a customer Lifecycle and engagement experts with broad cross-industry experience that can help Utilities leapfrog the internal inertia.
Understanding your customer segments better not only enhances your customer service and customer engagement, but it also helps you in driving customer loyalty and reducing operational costs.
Fusion BPO Services has already earned a name for its custom, scalable customer service, customer experience, and other customer engagement solutions for the utility industry.
With us as your outsourcing partner, you can now reach your audience via a variety of channels, including voice, chat, and email. Our state-of-the-art technology, end-to-end customer service solutions, stringent quality control, and quality assurance process ensures better engagement, increased revenue, and enhanced customer experience.
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