Stand Out from the Competition
Efficient Customer Bonding with Invoices
that Leave a Lasting, Positive Impression
Utility companies are trying to face the ongoing challenge of meeting rapidly growing customers expectations in communication. As in any other relationship, communication between utility companies and their customers is the key to a satisfying and long-term business. But in the current economic climate, IT departments are trying to find a way to be able to offer high-quality customer communications while reducing operational cost.
The way different companies in one industry sector manage business processes and business communications, decides rather a company has success and meets their customer’s expectations while being able to offer their services to existing and new customers for a reasonable price.
On average, employees spend over 14 hours/week (35% of time) on routine activities, such as searching for information, preparing standard documents, dealing with mistakes, that could be spent on priority activities.
Why Invest in Personalized Customer Correspondence?
More and more entrepreneurs use invoices as a customer loyalty instrument. To leave a lasting positive impression, usually only a little creativity and a small amount of money is necessary.
Everyday documents, such as bills and notices, are a perfect example of documents customers read every day. They are a trusted information channel. Unlike direct marketing, which is opened by under 10% of recipients, transactional documents are opened by 95%.
The idea of placing messages within transactional documents isn’t new, but we can help to make this process intelligent, relevant, personalized, targeted and allows to access customers while merging two different messages in an efficient way.
A Step-by-Step Guide to
Omnichannel Customer Experience Management
“54% of consumers feel more loyal to brands that show a deep understanding of their preferences and priorities.” – Wunderman Technologies
Bills Can Make or Break Customer Experience
While many of us view the billing cycle as a negative process, truth is, monthly bills are the perfect opportunity for companies to grow relationships and trust with their customers, According to a recent Harvard Business Review study, emotionally engaged customers are:
At least 3 times more likely to recommend your product or service
3 times more likely to buy again
Less likely to shop around (44% said they rarely or never shop around)
Much less price sensitive (33% said they would need a discount of over 20% before they would defect)
Five useful tips for getting the most out of customer engagement
Nowadays, utility companies must proactively engage their customers by moving forward to a customer-focused business model. Modern customer engagement has become a more proactive process for utilities.
According to Navigant Research, the investments of utility companies in customer engagement solutions are going to grow from $636 million in 2016 to $774 million in 2022, at a compound annual growth rate of 3.3%. Therefore, utilities need to learn how to get the most out of their strategic investments.
Always be prepared
to deliver awesome customer service
Make onboarding processes for new services or products easy and convenient for your existing and new customers by using smart e-forms that are pre-populated with your customers’ data and e-signatures, e-payments.
Reduce monthly invoice processing time and engage your customers with modern and innovative processes that include customer portal with interactive and e-signature capabilities.
Use customer data from multiple sources (CRM, billing, social media, etc) to run relevant upsell and cross-sell campaigns tailored to their unique interests and needs.
Reduce call center call volumes by making bill information easy-to-understand with interactive charts, graphs and sliders. Include dynamic elements including graphs to illustrate meter usage information.
While call centers remain a core sales touch point in the utility industry, today’s customers are “always on” social media platforms, websites, and mobile sources, including smartphones and tablets, which are now critical sources of information for customers. Messaging must be consistent across all channels.