Overview

This solution helps utilities improve customer service by implementing, modernizing, or replacing legacy and packaged customer systems, as well as integration with other applications across the enterprise. The solution also enables utilities to utilize data and analytics systems to detect energy theft and fraud and bad debt to increase revenue.

How it works

Customer systems, such as CIS and CRM, must adapt quickly to changing regulations, customer demands, technology advancements and a growing number of factors. The Customer Systems solution from IBM can modernize or replace your legacy customer systems to improve operational efficiency of call centers and marketing, and empower customers to manage their energy use and utilize self-service options.

How you benefit

Solution benefits include:

  • Increase customer satisfaction
  • New revenue streams through additional products and services
  • Lower service costs per customer
  • New, improved tools for customer service representatives
  • Streamlined workflows to increase productivity
  • Increased billing flexibility and scalability
  • Improved accuracy in enrollment, billing and collections lifecycle

Additional resources

Whitepaper

The digital customer

Engage customers as individuals

Take a look at how utility companies are gaining a more complete view of their customers in order to improve customer satisfaction and loyalty.

Whitepaper

A key performance indicator-driven approach for digital customer engagement

A KPI-driven customer engagement framework that can be used to enable your digital transformation journey

Solution Brief

IBM Signature Solution – next best action

Build long-term customer relationships

Build long-term customer relationships that drive enterprise business results - one interaction, one decision at a time.

Infographic

Engaging customers as individuals

Why utilities must engage customers as individuals

As customers' expectations and options continue to grow, utilities must create a personal connection with each individual they serve to enable satisfaction, loyalty and even collaboration.

Customer experience and engagement

Engage customers as individuals

Increase customer satisfaction and reduce costs by engaging your customers in personalized ways on the channels they prefer.

Video

IBM Watson

Learn how IBM Watson works and has similar thought processes to a human.

Video

IBM Insights Foundation for Energy

To unlock the value hidden in data, energy and utility companies are turning to advanced analytics to turn business challenges into opportunities.

Video Playlist

Digital customer videos

Engage customers as individuals

Watch how utilities are gaining a more complete view of their customers in order to improve customer engagement, satisfaction and loyalty.

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Would you like to speak with an IBM Energy and Utilities expert?

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