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The Power of Digital Transformation in Utilities Sector | Intense Technologies

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It’s undoubtedly true saying that customer expectations continue to evolve at a rapid pace. Also, with a click of a button, mobile shopping experiences, ridesharing services & online banking have revolutionized the way customers interact with their favorite brands. Today, companies across industries & verticals are navigating how to adapt their businesses, to meet customers’ changing requirements & necessities.

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The Power of Digital Transformation in Utilities Sector | Intense Technologies

  1. 1. Driving the Future with Smart communication for Utilities Intense Technologies Limited www.in10stech.com
  2. 2. 2 © Confidentiality Copyright © Intense Technologies Limited. All rights reserved. This document contains proprietary information of Intense Technologies Ltd and shall not be used, reproduced or disclosed to others except as specifically permitted in writing by INTENSE. The recipient of this information, by its retention and use, agrees to protect the same from loss, theft or unauthorized use. In the event that no contract based on this document is awarded to INTENSE, this document, upon request, shall be returned. All previous versions of this document shall stand automatically void. Disclaimer The information provided in this document is based on the discussions and very high-level requirements and not based on any Stated/signed-off requirements document. The solution and commercials proposed are subject to revision based on the final requirements. Hence presentation of the materials should not be construed as creating any obligation for INTENSE to deliver any product, feature or functionality.
  3. 3. 3 © Driving the Future with Smart Communications for Utilities It’s undoubtedly true saying that customerexpectations continue to evolve at a rapid pace. Also, with a click of a button, mobile shopping experiences, ridesharing services & online banking have revolutionized the way customers interact with their favorite brands. Today, companies across industries & verticals are navigating how to adapt their businesses, to meet customers’ changing requirements & necessities. Challenges to effective Customer Communications When it comes to delivering customer value utility companies in particular face new challenges. Many of the changes are shaping the industry’s future center around evolving service delivery models and emerging technologies. This could significantly impact how consumers can interact with utility suppliers in the long run. But there’s one thing utility providers can do right now I.e., to build better relationships with their customers. Traditional methods of communication Utility companies usually rely on traditional methods of communicationfrom emails,phone calls to direct mails, etc. However, today’s digital-savvy population expects something more. They need the same level of personalization and convenience that they get from other industries, for example, entertainment to banking, etc. Therefore, the companies need to make a shift towards making effective customer communications management strategies and try to engage in real-time two-way conversations. Legacy interaction is not enough Utility companies only interact and collect information from customers when they open a new account or when there is an issue, which needs to be resolved. This kind of static communication leaves no room for engagement. And, without two-way communication, customers feel impossible to be heard and Utility providers find it difficult to learn customer preferences or sell new services or solutions. Utility Customers Continue to Feel Ignored, Underserved, or Misunderstood According to the latest survey, nearly fifty percent of survey respondents indicated that they do not currently get personally relevant information at the right time. Effective Customer Communications Start with the Power of Personalization Wealways prefer communications that are personalized and highly relevant to us and that arrive at the ideal timeaccording to the channel that we like the best. And mostimportantly, we appreciate communications that help us save money, avoid hassles and make our lives better. Personalized communications allow companies to move beyond just sending
  4. 4. 4 © communications. Therefore, organizations need to engage in smart interactions, which are personalized throughout the entire customer lifecycle, and at a massive scale. The Power of Digital Transformation Digital transformation has changed the way consumers do everything be it getting a ride, booking a holiday, paying bills and managing the money, etc. Now, it’s time for utility companies to act. If a company adopts the best processes and technologies to drive change, then it can definitely get success in the long run. AI-powered Smart Alerts AI-powered Smart Alerts provide personalized web and mobile-based experiences at every stage of the customer journey. Smart Alerts empower utility companies to engage customers in a better way. Achieving Essential Utility Goals Smart Alerts always deliver value in connection with every single utility initiative and also help achieve strategic goals like: a) Customer Satisfaction The most significant benefit of Smart Alerts enhanced engagement is happier customers who feel well-served. b) Increase Energy Efficiency Smart Alert is all about making smarter energy decisions, with practical, simple, and personally relevant steps, which can cut down the carbon footprint and energy costs. A leading company named Hydro One has started making the best use of Smart Alerts as part of its multi-channel online marketplace for delivering hyper-personalized recommendations for energy-related products and services, which is based on each customer’s unique energy usage and energy-related goals. c) Advanced Beneficial Electrification The adoption of electric vehicles strives to provide a game-changing, multi-faceted opportunity for utilities, to establish energy advisory relationships, to realize new revenue opportunities, and to diversify infrastructure with charging stations. d) Deploying More Renewable Energy Renewable energy generation through resources like solar and wind are two of the largest mainstream components that can eliminate fossil fuel dependency. Smart Alerts equip utilities with solar triggers. Solar-related Smart Alerts are also targeted to only those customers, who have the greatest inclination for renewable energy adoption.
  5. 5. 5 © e) Future Ready for Utilities SmartAlerts, timely insights, and recommendations can inspire your customers tobecome active participants in their energy use journey. Smart Alerts foster a new era of customer relationships, which can deliver substantial benefits to both parties immediately and long into the future as utility priorities evolve. To know more about our self-service capabilities contact us at digital@in10stech.com

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