A Better Way to Support Utilities Customers: Using Cloud Tools to Transform the Consumer Experience

Today’s utility providers want to make improvements across the customer service continuum — restoring lost services faster while responding more effectively to feedback.

The latest generation of cloud services and contact center technologies can help utilities do both, and now is the time for them to act. Increasing rates of climate events, weather emergencies and cybercrime are likely to test utility infrastructure in the future, adding to outages and stress on the system. Additionally, utility customers increasingly expect the same experience they get in the retail sphere.

This thought leadership paper from Governing explores the opportunities for utilities to transform the customer experience, explains challenges to overcome along the way and describes best practices for successful technology implementations.