Intelligent Business Experience Platform for Global
Energy and Water Providers
Customer 360
AI/ML Analytics Reporting
Multichannel Integration
SmartCRM
Campaign Management
Customer Service
Elevating Utility Business Experience with Vertical-Specific and Pre-Integrated
AI Business Experience (BX) Platform
Exclusively tailored for the Energy & Utilities sector, SmartBX (Business Experience) Platform seamlessly connects utility customers, customer service agents, and field workers into one unified, end-to-end experience to capture business insights.
The platform includes SmartCRM, Customer 360, Reporting and Analytics, Smart Chatbot, Contact Centre, Campaign Management, Digital Marketplace, and more vertical-specific capabilities for intelligent business operations. It integrates all utility functions to enhance operations, customer insights, service agent experience, and field workforce efficiency, ultimately boosting overall business value.
Building The New Age Utility Business with
AI Platform
Connected and Unified Experiences
For modern utilities, overcoming organizational silos and minimizing manual processing are imperative. A connected approach to customer, agent, and workforce experiences is essential for operational efficiency.
Future-Proofing the Industry
Utilities are gearing up for a connected digital future. Our platform fosters partnerships, integrates real-time analytics, and ensures consistent processes amid evolving energy dynamics and new paradigms like DERs, EVs, and more.
Operational and Analytics Excellence
Our pre-integrated platform delivers personalized, cross-channel experiences, optimizing customer journeys, supporting customization, and enhancing decision-making with data analytics and AI for operational excellence.
Environment and Sustainability
With AI-driven insights, our platform helps utilities promote sustainability, meet ESG targets, and make informed decisions for enhanced environmental stewardship.
CUSTOMER 360
Revolutionizing Customer and Agent Engagement with AI
Revolutionize customer service by providing representatives with a comprehensive 360-degree view of customers across their entire journey and touchpoints- from recent communication and usage patterns to meter readings, billing history, and service requests. Empower agents to orchestrate personalized interactions and anticipate customer needs through proactive support, creating a collaborative environment for exceptional service delivery.
Provide a 360-degree customer view to service agents with AI-powered customer insights
Offer personalized recommendations and solutions, strengthening customer-agent relationships
Deliver exceptional customer service and proactive issue resolution to improve customer loyalty
Foster collaboration among agents, encouraging knowledge sharing and skill development through shared insights
Enable representatives to gain feedback from customer surveys and take action to address concerns
Drive unparalleled customer loyalty and retention with value-driven, multi-channel support that empowers seamless interaction between customers, agents, and field workers. Enable proactive issue resolution, optimize service delivery and build connected digital experiences across the utility ecosystem through advanced AI-driven insights and real-time data access.
Intuitive and insight-rich dashboards to track performance metrics, access impact and make the most out of data.
Leverage insight-rich dashboards to track performance metrics and maximize the value of data
Offer personalized assistance with real-time data access for proactive customer support, elevating customer service standards
Facilitate seamless case management by enabling service agents to connect with field workers and customers in real-time for quick resolutions
Manage customer data at one place to provide a holistic view of customer interactions, journeys and behavior
BUSINESS INSIGHTS
Data- Driven Decision Making Powered by AI and ML
Empower your utility business with comprehensive insights and track performance with in-depth reporting and AI/ML analytics. Effortlessly analyze customer care center ROI and make data-driven decisions that drive business growth. Our platform seamlessly integrates with existing utility systems, enabling informed decisions that propel your business growth.
Leverage comprehensive AI-powered dashboards for detailed insights into customer behavior and preferences
Access actionable insights into customer usage patterns, field service management, revenue and payment collection, and more
Utilize descriptive, prescriptive and predictive analytics to understand and anticipate customer behavior
Optimize operations by identifying trends and patterns that improve efficiency and service delivery
Seamlessly integrate with utility and third-party systems to consolidate data and streamline decision-making processes
MULTICHANNEL INTEGRATION
Unified Customer Engagement and Operational Excellence
Effortlessly integrate across diverse channels, extracting customer insights from multiple channels and touchpoints. Our SmartBX platform empowers utilities to deliver personalized experiences, honed to individual preferences and interactions, driving tangible value through enhanced customer engagement and satisfaction.
Foster strong customer engagement with personalized interactions and consistent experiences across multiple service channels
Promote eco-conscious behaviors with effective program management and intelligent campaign management
Ensure availability across channels to enable proactive communication through notifications, emails, and chatbot alerts
Leverage vertical-specific Smart AI Chatbot as the first line of customer support, enhancing call center efficiency
Streamline billing and payment management and revenue collection with analytics dashboard and multiple payment channel integration
CUSTOMER OUTREACH
Superior Customer Engagement with AI
Leverage our platform for real-time, interactive dialogue with customers, transforming interactions from transactional to relational by focusing on meeting unique customer needs. Encourage and support the adoption of environmentally conscious solutions with personalized outreach. Extract insights from multiple touchpoints to enhance customer engagement.
Segment customers and map their journeys with tailored marketing campaigns targeted to specific segments
Orchestrate marketing campaigns across multiple digital channels and launch automated campaigns
Utilize intelligent campaign management to send proactive alerts about upcoming maintenance, service interruptions, and promotional offers
Deploy AI-powered chatbots to provide 24x7 customer support, handle routine inquiries, and offer quick resolutions
Analyze customer preferences and target behavioral marketing efforts for improved engagement
Building the Connected and Intelligent
Business Ecosystem
The SmartBX Advantage
Reduction in
Call Volume
Reduced Cost
to Serve
Enhanced Customer Experience
Reduced Query
Resolution Time
Improved Communication
FAQs
A business experience platform in utilities is a digital ecosystem designed to enhance customer engagement, operational efficiency, and service delivery. It integrates tools for managing customer interactions, data analytics for usage patterns, smart grid management, resource allocation, and personalized communication, aiming to provide a seamless and connected experience for both utility providers and their customers.
Utilities need a business experience platform to enhance customer satisfaction, streamline operations, and manage the evolving energy and water landscape. This platform integrates and analyzes data from various sources, enabling efficient management, predictive maintenance, and personalized customer engagement. It supports utilities in handling renewable energy shifts, regulatory compliance, and resource optimization, ensuring connected and secure experiences.
The Business Experience platform empowers agents with a holistic 360-degree view of the customer, encompassing their user journey and touchpoints. This includes recent communications, ongoing cases, meter readings, billing history, switching requests, and more. With seamless navigation across communication channels and real-time data utilization, customer service representatives and agents are enabled to orchestrate personalized interactions and anticipate customer needs, fostering a collaborative environment for delivering exceptional service.
Industry Insights and Perspectives
From Silos to Synergy: Preparing Utilities for the Next-Gen Business Experience
Connected business experience emerges as the next big innovation for utilities. In today's digitally driven landscape, customers expect personalized, frictionless interactions across all touchpoints.
Redefining the Business Experience for Utilities with AI
As business processes evolve with the intervention of artificial intelligence, the need to efficiently address customer issues and meet environmental, social, and corporate governance goals grows in tandem.
Experience the transformative power of AI and analytics for utilities. Explore the key trends driving 'intelligence revolution' in the utility industry, paving the way for a smarter, greener energy future.
