Vertex Business Services has launched its Mobile Self-Service solution, a communication platform that allows utilities to serve clients from smartphones. Vertex’s Mobile Self-Service solution is fully customizable and branded to meet the needs of the utility, enabling their customers to perform many of the functions available on the utility’s existing website.
At a time when smartphone adoption and consumer use of these devices to access the Internet is rising rapidly, utilities must respond by offering customers mobile access to improve customer satisfaction. Offering multi-channel customer care options including mobile apps and mobile-optimized websites will eventually become a “must” for utilities. Those that get on board can enhance their brand image by meeting consumer demand and strengthening customer relationships.
Integrated with backend systems, the Vertex Mobile Self-Service solution connects seamlessly with the current customer service infrastructure and ensures a consistent customer experience. The solution can be integrated with leading CIS systems including SAP, Oracle and Vertex’s eCIS+ and Enlogix.
Vertex offers customer management outsourcing (CMO) multi-channel services for the utilities industry that draw exclusively from customer service agents in North America, often in a utility’s service territory. Vertex’s traditional CMO service focuses on the key challenges and opportunities facing utilities including cost-to-serve, customer experience, customer acquisition and retention, and cross-sell/up-sell.