Utilities
Better customer experience. More power to you.
Varolii works with 20 of the nation’s largest regional utilities to provide fast, reliable and affordable Customer Interaction Management for critical functions such as outage notification, demand response and revenue assurance.
Varolii’s cloud-based automation and self-service options are attractive, affordable solutions to cost-effectively engage with customers and employees through a single interaction platform for customer and incident communications using inbound, outbound and mobile technology.
Using Varolii Interact, utilities can:
- Improve customer satisfaction and promote energy conservation programs by keeping customers informed when they start new residential or business service.
- Increase payment compliance by improving self-cure rates, reducing late-stage delinquencies and disconnect orders at 63% lower cost-per-contact than live agents.
- Reduce inbound calls in the event of an outage by proactively notifying employees and customers within minutes during outage events using the most appropriate channel and applying preferences based on prior contact behavior.
- Efficiently communicate critical events and programs. Highly personalized, digital communications keep customers informed and engaged while creating a positive customer experience and ensuring compliance with regulatory requirements.
- Enable more outbound contacts at less cost than traditional practices—73% less than direct mail and a fraction of an agent call (.20 vs. $3.50)
The power of the Varolii solution lies in the ability to customize messages that align with internal customer profiles, creating a personalized conversation appropriate to each individual.
Donna AllenGeneral Manager, Customer & Marketing ServicesComEd/Exelon