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Utilities CX Solution developed on Microsoft Dynamics CRM Sales Automation | Mobilize Customer Service | Digitalize Customer Experience With increasing number of independent suppliers in the market today, utilities are facing a tough competition to retain their existing customer base. Customers are looking for suppliers that offer better services with a quick turn-around and better tariff options to help them reduce their bills. Energy suppliers need automation in processes for multiple utility specific customer requirements. They must also address customer issues and complaints with agility, cross-sell or upsell the energy saving schemes and products in order to retain customers through life-long relationships. An effective solution to enhance customer experience for your end consumer helps you answer questions such as: How fast can you onboard new or acquired customers? Are your customers looking for energy saving schemes to reduce their bills? Are your customers expecting a quick fix for their fuel issues? Dynamics CRM Center of Excellence (CoE) offers Utility CX, a Cloud based customer experience solution built on Dynamics CRM specifically for utilities suppliers (Electricity & Gas and Water). The solution helps clients improve customer retention, increase workforce productivity and automate routinized processes with flexible deployment and faster implementation.
Key features Customer Onboarding Management Lead to opportunity cycle Quote generation Service agreements
Customer Process Management 360 degree customer view Property management Meter data management Billing cycle management
Customer Service Management Case/Incidents management Field service work order dispatching Resource schedule management
Customer Feedback Collection Interactive survey designing Survey scheduling management
Business benefits Customer Onboarding Management
Customer Process Management 20% increase in
20% reduction in
33% reduction in
customer retention
turn-around time in the sales cycle
15% improvement
15% improvement
in completion of formalities
in effective
Customer Service Management
Customer Feedback Collection 15% improvement
cost of customer
in survey
service
responses
20% increase in productivity of resources
20% improvement in NPS, CSAT scores
decision making
Other benefits
40% reduction in implementation time of CRM systems
Multiple deployment options
Free mobility app to access on the go Up to 30% reduction in implementation costs of CRM systems
About Wipro Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading information technology, consulting and business process services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology.” By combining digital strategy, customer centric design, advanced analytics and product engineering approach, Wipro helps its clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Wipro has a dedicated workforce of over 170,000, serving clients across 6 continents. For more information, please visit wipro.com or write to us at
[email protected]
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