Business Challenges
- Digitization of customer records and complaints, Demand-side management configuration and tracking
- Difficulty in managing customer expectations Linking of accounts, and Agents assisting in the sign-up process on behalf of customers
Solution
- Impresa CX integrated with C2M for tracking all customer issues and service requests with account linking and ability for customer to sign up for other features
Outcomes
- Real-time usage monitoring notifications and alerts
- Customers can access their utility accounts and services anytime using their mobile devices
- Enhanced billing and payment experience Account linking
- Enhanced customer engagement and satisfaction
- Agents can help users track and understand their data and make payments, and Linked accounts allows others to use an account on behalf of the main users
