communication challenges in utilities

Communication challenges in Utilities

October 2015

Copyright © 2015 Scriptura Engage

Reach. Connect. Engage.

Useful Links


From defense to offense: the challenge of

distributed energy (EY)

2015 Utilities Trends – Transform & Diversify

(strategy&)

DER (WBDG, National Institute of Building

Sciences)


http://www.ey.com/US/en/Services/Advisory/EY-Distributed-energy-the-challenge-for-utilities

http://www.strategyand.pwc.com/perspectives/2015-utilities-trends

https://www.wbdg.org/resources/der.php

Observation


In a disruptive market where the Distributed

Energy Resources model has a big impact on how

the utility sector should reinvent itself, the

established organizations have a need to grow.

This is tough!

The solution has 2 keywords: innovation and

customer.

Customers, prosumers, consumers have an

endless list of ways to find energy, so it is

essential to keep them informed and to interact

with them in a two-way relationship.


Observation


Investing in innovation is what any industry needs

to do in this era. It comes to finding the

investment that improves customer experience

thanks to better business processes.

Customer experience can be achieved with

excellent personalized communications and

touch points through digital channels that

interact via a larger, open platform.


DER & Prosumer are the challengers


Distributed Energy Resources = “DER is a faster, less expensive option to the

construction of large, central power plants and high-voltage transmission

lines. They offer consumers the potential for lower cost, higher service

reliability, high power quality, increased energy efficiency, and energy

independence.” (WBDG)

The prosumer is producer and consumer of energy at the same time. This

phenomenon is appearing mainly in larger countries where the prosumer can

benefit from its local presence near to energy-consuming organizations. But

they also consume energy themselves. The rise of prosumers is causing new

interdependency relationships with the traditional utility providers.


Customer-centric Challenges


• Focus on the customer, prosumer, consumer

• Communicate seamlessly with your customer

• Give your customer access to information

• Keep the workforce effective

• Make your business processes efficient

• Demonstrate great customer experience


Doing business is about people …


organization customerCentralized

Communication

Platform

CRM

Bill

Order

Help


… and people build relationships


1. Streamline your communication processes using one platform that can

integrate with all other running systems

2. Have all co-workers at the right buttons, both in IT and Business

3. Personalize your customer communications

4. Deliver your communications through your customer’s choice of channel

5. Make interaction possible in a two-way relationship

6. Discover a new ambassador in your customer


Actions that bring solutions


• Engage your customers

Personalize your interactions

Empower your customers

Be accessible and flexible

• Speed up operational processes

Improve (complex) communications management

Empower your colleagues

Reduce worktime, speed up go-to-market

• 5 times ize to great customer experience

Standardize and Personalize

Digitize and Mobilize

Energize


Engage your customers


Why? Customers can easily replace a utility provider, or

become your ambassador. Make them feel you care.

Personalize your interactions

Empower your customers

Be accessible and flexible

Interactive Document Assembly


• Compose communications easily by using flexible text blocks

• Choose salutation, language, (in)formal speech, etc.

• Use past customer communications to check relevancy, interests, etc.

• Secure critical content with modification alerts in the approval flow

• Authorize internal customization in restricted areas

Differentiating features: Comparing and Versioning

Compare customer profile data with the document you’re working on

Compare two versions to show the individual impact on the end result

Compare your communication to another communication already sent to the customer

Electronic Forms


• Use electronic forms for web or mobile purposes

• Surveys, requests for contact, purchase, info, etc.

• Mobile capture, like client onboarding, ‘investment profile’ determination

• You allow customers to self-service, to get in touch if they want to

• You can act faster in face-to-face appointments without any paper

Differentiating features:

Design intelligent forms without programming

Reduce paperwork and print costs, save time, decrease administration

Benefit from all HTML5 advantages

Dynamic Communications


Customer Experience and Customer Engagement is achieved as the communications are

interactive, personalized, secure, easily accessed and customizable.

• You can offer your customer a lot of information in a compact way

• Even complex information can be made accessible and understandable

• You enable your customer to find personalized information

• The communications can be made available via a portal or a mobile solution

• Interactive communications demonstrate your organization’s dynamics

• There’s no irritation anymore caused by ‘another piece of paper’ or ‘another download’

Applied examples: bank statements, fund evolution reports, consumption behavior, etc

Multichannel Delivery


• Send your communications through the channel(s) your customers prefer

• Email, online, mobile, print, text messaging, push notifications

• Archive your communications digitally

Differentiating features: Multibranding & Multilingual

Make your brand consistent across all communications

Give your brand a high-qualitative output

Make your brand unique

Speed up operational processes


Why? By making your processes more efficient, you

speed up your go-to-market and acquire new customers

faster

Improve (complex) documents handling

Empower your colleagues

Reduce worktime

Document Design & Generation


• Standardize where you can, avoid human error

• Design templates without programming, for multiple brands, multiple

languages: 1 template for many communications

• Make changes in a few minutes instead of hours or days

Differentiating features:

Care for accuracy

Keep control

Apply re-usable objects: 1 action, many changes

Contract Composition

observations


• Mainly a strictly IT-owned operation, whereas

customer relations lie with the business

• Often manual work, thus implies human errors

and time-consuming work

• Different policy departments have specific

requirements, but do share some T&C

• Changes to a contract can take a long time

which interrupts the negotiation phase

In other words


Implement a platform that can:

• easily integrate with any of your running

applications

• handle complex and sensitive data

• create any document

• create any communication or message

• distribute in any format via any channel

• offer a user-friendly interface

• enable interaction

• allow future technologies


Customer Experienceyour best investment


Increase customer interaction


• Reduce your administration time and that of

your customers

• Approach your customers the way they want it

• Keep your customers posted in a balanced

communication strategy

• Spend more time interacting with your

customers and stakeholders

• Make doing business with you a delight


Give your organization oxygen


• Drastically reduce printing, sending and

archiving costs

• Consider a balanced combination of

standardization and flexibility

• Save time and money by authorizing people

who know your customers to compose and

distribute communications

• Faster administration generates improved

internal organization and better customer

relationships, higher customer retention



How does Scriptura Engage enable you?

• Standardize document template design for all messaging across the entire organization, no

matter how many brands, how many languages, how many teams involved. Customers

benefit from your organization’s operations efficiency.

• Personalize documents and communications without IT intervention, protected by team or

individual access restriction and by modification alerts and approval flows. Customers

benefit from your organization’s accuracy and quality and your tailored approach to their

delight.

• Digitize documents, forms and communications delivery. It doesn’t only structurally reduce

costs, it gives you a 360° view on customer communication, it speeds up delivery and

archiving and enables you to communicate through multiple contemporary channels.

Customers benefit from your organization’s flexibility, transparency and availability.



How does Scriptura Engage enable you?

• Mobilize your co-workers in the field and your customers on the way. Capture information

offline or online on a mobile device using branded forms and push it to all depending systems.

It can be used for tons of reasons, like client onboarding, inspection, inquiries, … and

integrated with digital signing. Customers benefit from a personal face-to-face approach

and a substantial decrease in administration and paperwork.

• Energize all your stakeholders, that’s our motto. Your customers in the first place. Show them

you care. Communicate with them in the best way. Encourage them to self-service and at the

same time remain available all the way. Moreover, if you manage to really enable and equip

your co-workers, give them thought flexibility, ease up their daily work, they will have and

take more time and pleasure in looking after your customers.


Scriptura Engage is many solutions


Enterprise Communication Platform

Document Design and Generation

Interactive Document Assembly

Multichannel Delivery

Mobile Electronic Forms

DoccleConnect


More info? Contact us:EU phone: +32 3 425 40 00US phone: 011 32 3 425 40 00email: [email protected]


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