SAP released SAP Multichannel Foundation
for Utilities software, enabling utility companies to provide
real-time, unified customer engagement through customer-preferred
channels. A multichannel, self-service approach helps drive increased
customer satisfaction, higher profit margins and lower average
response times to customer requests. The announcement was made at European Utilities Week,
being held on October 15-17 in Amsterdam, Netherlands.
“SAP
has worked with leaders in the utilities industry to change the
dynamics of customer service,” said Henry Bailey, global
vice president of Utilities Business Solutions, SAP. “With real-time,
unified customer engagement programs, utilities now have the tools to
vastly improve the customer experience as well as reduce the costs
associated traditional service channels.”
Empowered
customers are changing the way services are delivered as new
generations of consumers expect a more consistent experience across
multiple touch-points. Businesses today can leverage upwards
of five channels to proactively engage their customers, making
multi-channel efforts the new norm. SAP Multichannel Foundation for
Utilities and the recently released
SAP Utilities Customer Engagement mobile app
facilitate utilities to deploy self-service apps in an affordable and
scalable way. Now, multiple departments —from sales and marketing to
customer service — can use multi-channel and multi-touch interactions to
address the most relevant customer needs. SAP
aims to provide a rich experience through mobile and social
interaction, consistent communication across all channels, real-time
answers and personalized offers.
SAP
Utilities Customer Engagement has improved functionality to map areas
suffering from power outages, explain what is causing
the outage, show its impact and provide estimated restoration time.
Additionally, the mobile app now allows utilities’ customers to
self-register, start and stop service, update account information,
inquire about usage, pay bills, set up autopay, read meters,
report outages and view outage information anywhere, at any time.
SAP Multichannel Foundation for Utilities currently includes a new web self-service portal for utilities and makes it easier
to incorporate other web portals’ mobile apps, mobile SMS, social platforms, interactive voice response (IVR) and email.
SAP Utilities Customer Engagement is currently available on iPhone iOS 5.0+ and Android 4.0+ and can be downloaded on
iTunes
and Google Play by searching “SAP utilities.”
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