Service Disruptions
Proactively notify affected customers when there is a
service (scheduled or emergency) disruption in their
area. Allow a response option to connect to customer
service for higher value customers, thereby reducing
inbound volume spike and improving satisfaction.
"Due to construction in your area, there will be a
brief power outage in your home between 2:00 and 2:20
PM. To speak to a customer service representative,
press or say 1."
Collections
Notify customers of outstanding balances. Provide
detailed information on overdue services and the
consequences of no payment. providing the ability to
be transferred to a collections specialist or pay
immediately with a credit card.
"Your account, in the amount of $192.60 is 90 days
overdue and you are scheduled to be disconnected on
Sunday, January 15. Press 1, to enter a credit card to
pay your balance. Press 2, to speak with a customer
service agent." |
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Curtailment Notification
Deliver automated calls to customers
during times of peak usage, automate notifications when energy consumption and
rates are peaking.
Request curtailment of energy and collecting responses.
"Energy rates will reach their peak between 3:00PM
and 5:00PM today for your facility at 524 Main Street.
To commit to curtail consumption immediately and
qualify for our special energy savings discount, press
1. To speak to a customer service representative,
press 2. To be notified when rates return to non-peak,
press 3."
Schedule Maintenance and Repairs
Inform customers when maintenance is scheduled and
allow them to confirm the arrangements of having a
technician come to their home.
Crew Scheduling
Update crews quickly with emergency information and
maintenance schedules. |
