Attensity Solutions for the Utility Industry
Intense competition in the utility industry has escalated the need for utilities to improve performance and enhance services in order to strengthen existing customer loyalty and attract new customers. Competitive pressures and demands for specialized services are compelling utilities to implement new and more innovative customer service programs.
When a utility has to request rate hikes from the PUC, customer satisfaction can play a key role in approval of those hikes. In addition, the utility needs to know what they have said to the PUC in the past and not contradict themselves, which can be hard to keep track of when dealing with huge amounts of correspondence.
Attensity Voice of the Customer takes the ever-growing volume of emails, call center notes, service and repair notes, social media comments, and surveys, and transforms this text into actionable information on your customers’ sentiment, product issues and requirements. Emerging trends, customer preferences, root causes and other competitive indicators can now be actively factored into your service development and response processes. By monitoring social media, you can answer "cries for help" more effectively and personally, improving customer service scores dramatically. You can also monitor information on your competitors, giving you significant strategic advantage.
Attensity can also analyze technical and service call notes for root causes behind maintenance issues regarding the power distribution system and the truck and car fleets. It can help analyze and review claims and damage repair costs associated with weather storms, finding indicators of fraud in the text that are not always obvious from the structured data.
