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West Monroe Partners has collected data on four key channels customers use to interface with their utility and the relative amount of difficulty or effort each of these channels presents to customers. These four key levers are ideal in improving overall customer effort and satisfaction:
1. Customer Portal
2. Public Website
3. Interactive Voice Response (IVR)
4. Live Agent
Our preliminary comparisons for a range of utilities offer some valuable insights. Please join us as we share the results with you and your team and suggest some action items and potential solutions that could drive significant improvements throughout the meter-to-cash process.