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Utilities

Customers' expectations of suppliers as regards contactability and the scope and quality of services are already high. However, they are increasing all the time given the ever greater competition between suppliers.

Successful customer service solutions

A wide range of solutions for improving customer contact with suppliers are available. These include automatic call routing, the taking of meter readings via telephone, the topping up of prepaid electricity meters, complex fault management in the event of major disruptions and contact center solutions for all channels of communication.

CreaLog is the market leader within this sector, with a wide range of customer service solutions.

Our numerous references already use our voice portal solutions for particularly effective, customer-friendly service.

Customer service means high-quality customer contact

One thing that customers appreciate: 

a convenient way of contacting their energy supplier, with short waiting times on the telephone and a high level of availability, ideally 24 hours a day seven days a week!

A CreaLog solution provides exactly that and reduces the number of monotonous standard procedures staff at the energy supplier have to go through. As a result, members of staff who have contact with customers perceive a noticeable increase in the value of their work and have more time to deal with individual customer enquiries. This is why more and more network operators, national suppliers and municipal utility companies are opting to use a CreaLog solution.

However, voice portals and next-generation contact centers are also used by energy brokers and meter reading, billing and customer service providers.

One of CreaLog's particular strengths is the careful integration of its solutions into the supplier's company processes and infrastructure, taking into account the individual circumstances in each case.

IVR announcement systems in the event of disruptions to gas, electricity or water supplies

In the event of a major supply fault, a supplier's control center can quickly find itself unable to cope with the large numbers of people calling to report the problem.

Fault announcement systems provide a solution here.

They are easy to administer and provide callers with specific, real-time information as to when a particular fault is expected to be fixed.

When people call, they are given information only about faults which are relevant to them.
The relevant faults are identified either

  • On the basis of the caller's postal code
  • On the basis of the caller's dialing code

Naturally, the fault announcements do not all need to be recorded in advance. They can also be typed out by the control center at short notice. Using speech synthesis (TTS), the text is then played back to the caller in the form of a clearly comprehensible announcement.

Of course, the caller can also report a new fault if they wish to do so.

Prioritization

The control center can prioritize new gas, electricity and water supply faults differently. Given that faults in the gas supply generally pose an imminent danger with considerable potential for damage, callers wishing to report such faults are immediately put through to a member of control center staff who can then provide rapid assistance.

Fault announcement and pre-qualification systems can take much of the burden off any control center!

Automated telephone meter reading

Does your company still regularly send electricity, water or gas meter readers out to customers?
Do you still need to check meter reading cards which are returned to you?
 

Modern suppliers opt for a system which allows customers to read their own meters and then submit the readings themselves. They do so via telephone, with the readings being taken by the voice portal. The plausibility of the figures given is checked, and any possible discrepancies are immediately brought to the customer's attention. This saves you the time-consuming job of getting back in touch with your customers.

An additional benefit: 
The data submitted via telephone can be further processed in SAP IS-U or other billing systems.

The telephone meter reading service is available to you and your customers 24 hours a day. As a result, there is no need to waste time making appointments or returning cards.

Prepaid meters

KELAG in Kärnten has opted for an interesting solution.

Many KELAG customers use so-called prepaid electricity. They have a special electricity meter which allows them to "top up their credit".

Each time they wish to do so, they receive a numerical code which they have to enter into their prepaid electricity meter in order to activate the supply. There are various reasons for using this system. Certain customers wish to have better control over their electricity bills. In other cases, the supplier can reduce the risk of customers getting behind with their payments.

To save the service center the job of passing on the numerical codes, KELAG uses a voice portal. When a customer calls, the portal simultaneously checks the database to see whether the client is cleared to receive a key. If the customer has always paid their bills on time in the past, they will be given credit this time too. They are then given a new numerical code which they can enter into their electricity meter straight away.

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