Utilities

Outside forces in today's diverse economy have changed the way utility companies conduct business. Regulatory and shareholder pressures, shrinking budgets and shifting customer expectations create ongoing challenges. Plus, you now face a competitive landscape created by deregulation, forcing a shift from product focus to customer-driven strategies. Reducing operating costs, introducing innovative customer services and providing customers with flexible solutions and pricing will create greater value and improve market share for your business.

To help you remain competitive, you need to build customer relationships and exceed customer expectations by offering a high level of service. Your customers need you to respond quickly to calls about service disruption and keep them informed of repair status. In turn, customers are expecting fast, convenient, reliable access and want a choice in when, where and how to access that information.

Your challenge is to meet your customers' growing expectations by implementing innovative solutions to create organizational efficiency, while managing costs. You can rely on speech recognition, interactive voice response (IVR) and computer telephony integration applications from Gold Systems to meet your specific business objectives to improve customer service, reduce operating expenses, and generate additional revenue.

You can record outage reports and update callers on the situation via these messages. Customer calls can be routed to specific CSRs or dispatchers where required. Utility customers that have realized improved bottom line results with Gold Systems include:

  • Boston Edison
  • Idaho Power
  • Montana Dakota
  • Northern States Power
  • Pacific Gas & Electric
  • Public Service of New Mexico

Here are a few solutions that have helped other utilities promote better customer service, and lower costs.

  • Automated Outbound Notification
  • Automated Trouble Tickets
  • Account Inquiry and Input
  • Outage Messages, Automatic Callback & Special Routing