Service and Outage communications for Energy and Utility providers
Serve communications at scale and ensure operational resilience
Hosted on Microsoft Azure for security and performance
Keep your customers informed during times of uncertainty
Outages can occur at the most unpredictable times.
When an unforeseen service interruption occurs, customers want to be reassured that their provider is aware of the issue and is working to resolve the problem, while providing expected resolution times. The more forthcoming you are with relevant information and anticipated resolution times, the better the customer experience.
Implementing the right customer communication technology is foundational in ensuring your organisation is able to manage and deliver service communications at scale to meet customer expectations. ipSCAPE is a secure cloud customer experience technology solution that helps utility providers create resilient and scalable outage management communications.
Anticipating customer needs is crucial for loyalty
“45% of customers will switch brands if the company does not anticipate their needs“
(Salesforce, 2019)
Energy and Utilities providers rely on ipSCAPE’s communication technology to
Enable customer self-service
When an outage occurs, there is often a surge in customer enquiries. Integrate ipSCAPE with your outage management system to provide customers with timely and relevant information such as estimated resolution times, without the need to speak to an agent.
Improve customer experience
Call back features such as ‘Maintain Position in Queue’ can be integrated into IVR workflows. Customers will receive a call back when they reach the front of the call queue, creating a better customer experience.
Solving customers problems will build trust
“84% of U.S and U.K consumers say that when customer service solves a problem for them, they feel more emotionally connected to the brand“
(Execs in the know, 2022)
Enhance Business Insights
ipSCAPE Insights connects your customer communication data with any MySQL Business Intelligence tool. Create powerful visualisations that help customer service metrics through integration with leading Business Intelligence tools such as PowerBI. Report on abandoned calls, customer satisfaction and first-call resolution.
Multi-channel customer support
Cater to digital natives and offer additional communication channels for support including – Web chat, Email and SMS.
You can’t control the weather, but you can turn bad situations into great customer service moments. Learn more about the Service Recovery Paradox
ipSCAPE is a trusted partner for a leading Victorian utility provider
"When severe storms hit we experienced a code red with 60,000 homes without power. Our ipSCAPE IVR took over 20,000 calls without a hiccup.”
Manager Customer Operations – Leading Utility provider