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.
We offer a wide range of solutions for improving customer contact for utilities with more than 30 installations. 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.
One thing that customers appreciate: a convenient way of contacting their energy supplier, with short waiting times on the phone and a high level of availability, ideally 24 hours a day and 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.
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. They are easy to administer and provide callers with specific, real-time information as to when a particular fault is expected to be fixed.
The relevant faults are identified either
Please download our Netze BW Case Study for more details.
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.
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.