T&D World Magazine
Customer Engagement Platform Integrated with Billing

Customer Engagement Platform Integrated with Billing

One of the major areas of concern for utilities today is keeping customers happy throughout the prospect-to-promoter lifecycle.

Smart Utility Systems' Smart Customer Mobile solution (SCM) is now available for utilities using SAP Multichannel Foundation for Utilities and Public Sector software.

One of the major areas of concern for utilities today is keeping customers happy throughout the prospect-to-promoter lifecycle. Customers expect exceptional service levels through communication across channels. As part of SUS’ founding principles to protect confidentiality and earn the trust of utilities and their customers, SCM, integrated with SAP Multichannel Foundation for Utilities and Public Sector, enables utilities to engage customers in real time through their preferred communication channels.

SAP Multichannel Foundation for Utilities and Public Sector enables utilities to interact with their customers through the web (online self-services), mobile and social networks, for example, via a set of standardized and reusable Open Data Protocol (OData) services that are used by end-user applications to access data and processes. The SAP software is pre-integrated with the SAP Customer Relationship Management and Billing for Utilities package and allows SAP and its partners to develop and offer customer-facing self-service applications at a low cost.

SCM integrated with SAP Multichannel Foundation for Utilities and Public Sector is designed to enable utilities to brand and create a single solution, develop high-impact self-services, and remove the constraints involved in reaching and interacting with their customers. Together, the solutions help utilities cover the majority of customer engagement scenarios and aim to provide a rich customer experience through social and mobile integration, real-time communications and personalized offers. SUS aims to increase the availability of multichannel self-service options, which can reduce operating and support costs, enhance the customer experience, lower response time and boost return on investment.

 

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