ATLANTA – A growing number of utilities are installing predictive dialers, while others are reaching out to their customers through outsourcers. These initiatives, however, are not for telemarketing; rather, there is a growing need for utilities to keep their customers "in the know" during outage situations and to satisfy other important business objectives.
This is the focus of Chartwell’s latest industry report, The Chartwell Report on Proactive Customer Service Solutions: Outbound Calling and Customer Messaging in the Utility Industry. This 25-page report details how and why utilities are more proactive in their customer service applications. Utilities find they can improve customer satisfaction while at the same time reducing costs by reaching out to customers through automated calling and messaging technologies.
Some innovative practices uncovered by Chartwell include:
• a water utility that notified customers through its outsourcer when a billing delay occurred, heading off thousands of potential incoming calls and automatically extending due dates;
• customer notification during outages – either when the customer calls in or through outbound calling – of when, where and why the power outage occurred, and the estimated length of time before restoration; and
• two utilities that call their "critical care" customers, or those with medical conditions and accompanying special equipment, when outages are expected, either through system repairs or when a storm is approaching.
These are some of the innovative uses utilities are finding to be proactive in their customer service. One way traditional energy delivery utilities are not contacting their customers in significant numbers, Chartwell found, is for telemarketing. As the telemarketing industry is under fire and fewer utilities sell ancillary products and services, this method of outbound calling has decreased in recent years.
The Chartwell Report on Proactive Customer Service Solutions contains industry analysis and four case studies on how utilities reach out to their customers during crisis situations and for other business objectives.
The Chartwell Report on Proactive Customer Service Solutions, Outbound Calling and Customer Messaging in the Utility Industry is part of the Chartwell Customer Care Research Series and is available to non-members for $250. For subscription or membership information, call (800)432-5879, or (404)237-9099.
Press contact: Dennis Smith (404)237-9099.
