UTILITIES CRM

UTILITIES CRM

DESIGNED WITH THE VISION TO SERVE UTILITY MARKET LEADERS

Winning in the highly competitive utility market requires streamlined operations, fast reaction to market changes, quick deployment of innovative products and superior customer service while keeping operational costs low.

Utilities CRM is brought to you through MECOMS Partner ADACTA and provides out-of-the-box CRM functionalities for supporting specific utility sector operations. It is targeted at utility companies that would like to establish a CRM solution without compromising on functionality quickly. It incorporates a set of industry-specific pre-developed Microsoft Dynamics CRM modules and predefined guided processes which can be further optimised and selectively included in the final solution.

customers

UTILITIES CRM ENABLES ENERGY & UTILITY COMPANIES TO:

  • Successfully target new clients
  • Successfully cross-sell and up-sell
  • Quickly launch new products
  •  Achieve high customer satisfaction
  • Measure operational performance
  • Efficiently collect the debt
  • Streamline operations
  • Cut costs by establishing self-care portals and mobile apps.

UTILITIES CRM MODULES

CALL CENTER

Automatic customer identification

Advanced search capabilities

Quickly create forms

Straightforward inbound call centre integration

E-MAIL MANAGEMENT

Receive and send emails directly from CRM

Automatic case creation for new emails

Email response tracking

Personalised email templates

SELF-CARE

Portal user access management

Access to customer related data

Customer request management

Knowledgebase

CUSTOMER SUPPORT

A single entry point for all customer requests

Case classification and routing rules

Configurable SLA definitions and status reports

Multilevel case resolution across several communication channels

MARKETING AUTOMATION

Targeted campaigns based on detailed segmentation rules

Efficient exploitation of communication channels

Automated nurturing programs

Progress, expense and impact tracking

SALES AUTOMATION

Market and competition tracking

Guided sales process from lead to a new contract

Offer and contract templates

Customer validation rules

Automatic notifications for renewals and next best actions

Mass quoting for target customer segment

ESTABLISH SUPERB CUSTOMER EXPERIENCE WITH A DEDICATED CALL CENTER BUILT ON TOP OF CRM

1 – Automated customer identification from an inbound call shows all related contracts
2 – Notifications for next best offers and steps based on business events
3 – All related contacts with the ability to switch between contacts with the same phone number
4 – Quickly create forms for frequent customer requests and meter readings submissions
5 – Customer, contact and connection summary with a direct link to detailed information in CRM
6 – Update contact data on the fly
7 – Search capability with the ability to quickly add a phone call to an existing contact or create a new contact
8 – Quick phone call notes
9 – Summary of recent communication, cases, meter readings and switching requests with direct links to detailed information in CRM

MECOMS
Left Menu Icon