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.
reduction in contact center calls
Quickly identify customers attempting the same activity repeatedly, while uncovering ways to improve their journey.
reduction in payment activity
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.
increase in Mobile or Web Containment
When satisfaction data is connected with upstream touchpoints this rich journey dataset tells the
entire story for the survey results.
point increase in CSAT score
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.
improvement in NPS score
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.
reduction in truckrolls
- McKinsey & Company