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)

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 customer
Centralized
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 Experience
your 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
Doccle
Connect

More info? Contact us:
EU phone: +32 3 425 40 00
US phone: 011 32 3 425 40 00
email: info@scripturaengage.com

Communication challenges in Utilities

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