Utilities

The Utilities Sector (including Power, Electricity & Gas, Water, and Waste Services) has generally seen major upheaval in recent decades. Privatisation and disaggregation, as well as general consumer awareness, are driving the need to continually improving customer service levels to ensure your business prospers.

Just as with most other industry sectors today, creating a positive customer experience is a crucial aspect of accomplishing this differentiation.
This service differentiation is more crucial than ever for the power sector in particular, which is faced with increasing cost of power generation and concerns about greenhouse effects. This will force significant price rises for retailers and consumers over the next few years, resulting in significant customer unrest.

Salmat has conducted numerous discoveries within various utilities to help them identify the areas that require focus, and to help build the business case for change.

Salmat’s Speech Solutions can help your business achieve effective differentiation through sophisticated application of the latest technology, while also creating a more secure interaction for customers through the use of voice biometrics and natural language speech recognition applications, all delivered in an efficient and unobtrusive manner. Satisfied customers drive brand loyalty, customer retention, increased share of wallet and further customer acquisition.

Salmat’s Speech Solutions has a proven track record in delivering a combination of the following for our utilities clients:

• Create a unique and positive customer experience by delivering more callers to the correct agent or self-service channel, carried out with a natural speech interaction
• Reduce contact centre costs and improve operational efficiency by eliminating the need for complex and confusing push-button systems
• Improve agent retention and satisfaction by removing repetitive, monotonous calls
• Increase up-sell and cross-sell opportunities by quickly identifying high-value customers and applying segment and propensity-based routing
• Confidently identify and verify customers using voice biometrics to create a truly unique customer experience
• Reduce perceived and real risk of fraud and loss due to identity theft, especially given the growth of internet and mobile banking

Find out more about how Salmat can help improve customer interactions for your utlities organisation.