CUSTOMER JOURNEY SUCCESS FOR UTILITIES 

Several of the largest energy providers in the world count on ClickFox to automatically collect and connect their customer interactions into journeys.

They rely on Journey Analytics to make informed, intelligent decisions.

The results of a better experience*


PAYMENT ARRANGEMENT

Payment arrangements are a big CSR contact driver for utilities. Journey analytics mitigates the number of payment arrangements requested, while identifying customers with self-service opportunities.


20%

reduction in contact center calls

REPEAT ACTIVITY REDUCTION

Quickly identify customers attempting the same activity repeatedly, while uncovering ways to improve their journey.

20%

reduction in payment activity

DIGITAL CONTAINMENT

Connect and contextualize digital channel data with contact center and truck dispatch systems. Quickly understand what drives customers to contact front-line employees and improvement opportunities.




15%

increase in Mobile or Web Containment

CSAT / NPS DRIVERS

When satisfaction data is connected with upstream touchpoints this rich journey dataset tells the
entire story for the survey results.




1 to 4

point increase in CSAT score

MARKETING EFFECTIVENESS

Marketing campaigns to promote program enrollment also drive activity in downstream interaction channels. Connecting and analyzing journeys from these channels uncovers never-before-seen customer behavior in addition to surfacing campaign improvement opportunities from targeting the right customers.




70%

improvement in NPS score

TRUCK ROLL EFFICIENCIES

Understanding the best areas to install smart meters to reduce unnecessary truck rolls, as well as being able to see the journeys that lead to repeat truck rolls illuminates process deficiencies and cost reduction opportunities.




20%

reduction in truckrolls

Utility Customer Success Story

Discover how this Fortune 500 natural gas utility company used the ClickFox Journey Analytics platform to chart end-to-end journeys, to reduce costs and improve customer experience.

 

"Fifty percent of customer interactions happen during a multi-event, multi-channel journey"

- McKinsey & Company

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"ClickFox is very easy to work with, has very knowledgeable people, and the mapping analysis and reports give us the tools that we need to understand and improve our customer service processes."

-Director of Customer Program Management, Natural Gas Utility