UTILITIES

UTILITIES

Customer communications challenges:

Ineffective communications & unmet customer expectations

Difficult to drive new revenue from existing customers with current communication.

Key customer data is incomplete and locked up in legacy applications.

High costs & long timelines

Routine communication changes require high priced IT projects and long timelines.

High call volumes due to confusing or inconsistent communications, branding and content.

Increased regulatory & reputational risk

Inability to rapidly and affordably respond to changing regulations around customer communications, emerging business requirements and evolving customer expectations.

Limited control over call center letter content generation, postage costs and eDelivery.

Customer communications challenges:

INEFFECTIVE COMMUNICATIONS & UNMET CUSTOMER EXPECTATIONS

Decreased customer satisfaction and loyalty due to increasing multi-channel, digital engagement expectations.

Difficult to drive new revenue from existing customers with current communication touches.

Inability to satisfy customer communication preferences and to target customers with relevant offers because key customer data is incomplete and locked up within multiple legacy applications.

Customer communications are not compelling and are sometimes confusing due to inconsistent branding and content across lines of business and channels.

Antiquated and conflicting business processes that don’t support multi-channel distribution for multiple lines of business.

HIGH COSTS & LONG TIMELINES

Routine communication changes require high priced IT projects and long timelines.

Limited business enablement due to complex communication tools and limited employee experience.

Limited CAPEX to fund a comprehensive communications transformation that requires a multi-generational project.

High call volumes due to confusing or inconsistent communications, branding and content.

High total cost of ownership from multiple, unintegrated vendor and in-house developed applications.

Communication system components that are declining or no longer supported technologies.

Inability to suppress print and drive customers to lower cost self-servicing channels due to lack of compelling digital experience, limited adoption promotion and limited data availability.

INCREASED REGULATORY & REPUTATIONAL RISK

Inability to rapidly and affordably respond to changing regulations around customer communications, emerging business requirements and evolving customer expectations.

Limited control over call center letter content generation, postage costs and eDelivery.

Lost opportunity due to limited targeted marketing capabilities and the dependency on IT resources to make the simplest changes.

Privacy concerns and fear of data breaches along with other compliance concerns that impact reputational and financial risk.

Duplicative, missing or incorrect customer data.

Inability to govern and audit all of the communications sent to a single client.

Utilities are challenged to maintain high customer satisfaction in a down economy, manage costs of serving customers through enabling self-service, and providing valuable tools for energy conservation.  DataOceans has innovative solutions that optimize all three in the one, regular communication utilities have with customers – the bill

client pic George Fandos
Managing Director, Customer Innovations

Utilities are challenged to maintain high customer satisfaction in a down economy, manage costs of serving customers through enabling self-service, and providing valuable tools for energy conservation.  DataOceans has innovative solutions that optimize all three in the one, regular communication utilities have with customers – the bill

client pic George Fandos
Managing Director, Customer Innovations

DataOceans enables utility providers

not only to tailor operations to meet specific requirements during implementation, but also to streamline customer communications and billing processes to address customer needs, promptly deliver utility-specific services, increase corporate administration efficiency, and turn business data into business intelligence.

DataOceans enables utility providers

not only to tailor operations to meet specific requirements during implementation, but also to streamline customer communications and billing processes to address customer needs, promptly deliver utility-specific services, increase corporate administration efficiency, and turn business data into business intelligence.

MULTI-CHANNEL

distribution

CUSTOMER PREFERENCE

management

BUSINESS DRIVEN

targeted content

ENGAGING EXPERIENCE

with video

SELF-SERVICE

payments

DESIGNED

for purpose

MULTI-CHANNEL

distribution

CUSTOMER PREFERENCE

management

BUSINESS DRIVEN

targeted content

ENGAGING EXPERIENCE

with video

SELF-SERVICE

payments

DESIGNED

for purpose