News Blog

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Utilities rely on CreaLog solutions

The driving force of the utility industry is the transformation from power generation to digital services like e-mobility as a megatrend. Modern, digital customers now expect utilities to provide them with exactly the same comprehensive customer experience they have come to expect when shopping online: If the provider is not available any time and via all channels, they will not become customers in the first place or simply change their current provider. Constant availability and AI-based customer service have become decisive competitive factors.

The areas of application for CreaLog solutions are extremely diverse, and just recently one of Germany's 5 largest municipal utilities expanded its voice service portal to include the functions:

Caller pre-qualification, callback management, meter reading, management of trouble announcements with Text-to-Speech, customer satisfaction survey and voice recording consent.

All this on a consolidated, centralized CreaLog platform of the utility with connectivity to its customer and service databases.

Potentials for utilities

Self services
for customers

Control center &
Customer hotline

IT hotline &
Utility infrastructure

 
  • Report counter readings
  • Change addresses
  • Change bank details
  • Adjust advance payments
  • FAQ
  • Top-up prepaid meter
  • Customer satisfaction surveys
 
 
  • Pre-qualification
  • Management of disruption announcement
  • Logon and logoff system for network elements
  • Call back after problem solving
  • Call recording
 
 
  • Password reset
  • Trouble Ticket Management
  • Alerting
  • Pre-qualification
  • Auto-Attendant
  • Queueing
  • Unified Messaging
  • Compulsory announcements before recording
  • Call recording
 

Find out more about our utility solutions on this page or contact our expert Stefan Riesel directly (+49 89 324656-52 stefan.riesel@crealog.com).

 

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