Utilities sector
Energy supply & critical infrastructure
Whether it’s customer service, fault reporting or control centre communications – CreaLog integrates communication, AI and existing systems to create end-to-end workflows. This enables processes to be automated efficiently and provides staff with support where it matters most.
Reachability for utilities
Even when contact volumes are high, communication and processes remain reliably manageable. The platform connects network-based voice solutions, digital channels, self-service options and existing systems to form end-to-end communication processes. This ensures that enquiries are routed in a controlled manner to the correct system, process or contact person – with seamless switching between communication channels and targeted relief for service centres and control centres.
Solutions for utility companies
Selected omnichannel solutions – flexible across voice, digital channels and messengers, with data-sovereign, controlled processing of sensitive information.
Fault intake with prioritization
New faults for gas, electricity, and water are prioritized differently according to the hazard level – gas faults with the highest urgency.
Regional routing
Based on the caller's area code, reports are assigned to the responsible network area and the correct control center.
Self-reading of meters – multi-channel
Customers read their own meters and submit the reading by telephone, digitally or via messaging apps – at any time and without having to wait.
Secure and flexible operation
Whether on-premises or in the EU cloud: data flows, access and processing remain traceable and can be adapted to the relevant requirements.
Every contact should trigger the correct process.
Whether it’s a fault report, a meter reading or a customer enquiry – what matters is that every request is reliably prioritised, managed and forwarded to the right department. This results in faster processes, higher service quality and targeted relief for service centres and control centres.
Capture the request
Voice, messenger, self-service or chat – customers choose the channel that fits their situation.
Understand & prioritise
Requests are classified, enriched with relevant information and prioritised by urgency or risk.
Steer the processes
Business rules and existing backend systems are integrated so that information triggers the right process in a controlled way.
Forward to the right place
Automatically to the service centre, the on-call team or the control room – or handed over seamlessly to staff when personal intervention is required.
Let's talk about your use case
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