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.

Smiling woman on the phone with a customer service representative

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. 

Wrap Code Report
ipSCAPE contact centre solution displaying the communication channels call, email and web chat

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