Servion solutions help improve collections, streamline operations, automate manual processes and better handle troubleshooting and field service operations.
The result of industry wide price-cutting, to the level where utilities' prices can scarcely go any lower, is that competition is increasingly based on non-price factors. Industry statistics now indicate that customers emphasize on quick resolution as a priority within customer service. Industry regulators increasingly support this customer stance by imposing financial penalties on utilities that do not meet complaint-handling timelines. Industry figures continue to show high levels of switching and with pressure being exerted on utilities allowed to pre-payment customers, this level is likely to increase.
- Customer expectations
- Financial pressures
- Customer retention
- Load and economic growth
- Aging infrastructure
- Pre-payment metering
- Fuel and energy prices
- Correspondence handling
- Debt recovery and cash collection
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Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Self-service solutions such as general enquiries, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion has developed a complete solution that will support multiple communication channels to help customers get information related to utility bill payments, service centres and many more.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Agents use outbound solutions for interactions to help the company reach out to its customers with announcements and service request updates.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
Features of CTI include screen pop with customer information such as customer address, history of bill payments, last meter readings and many more.
⇢ QUALITY MONITORING SOLUTIONS
Voice loggers are designed to record up to hundreds of simultaneous calls to monitor agent performance.
⇢ WORKFORCE OPTIMIZATION SOLUTIONS
Solutions for flexible and efficient staffing which will help in managing scheduling of agents during busy hours.