Utilities

In such a competitive market place as Utilities, the onus is not just on efficiency but on retaining customers. And with rising energy prices, greater consumer choices and increasing customer expectations, Utility companies are looking to customer service as a core differentiator.

Today's utilities – water, power and waste management companies – are working hard to minimize their cost to serve while simultaneously looking to improve customer relations. This is a signficant undertaking and one where a focus on streamlining the complaints process to remove customer frustrations while improving efficiency in the work streams can pay big dividends.  But the real value lies in utilizing the complaint data to understand customer sentiment and pinpoint the real source and cause of dissatisfaction and to identify where and what changes will have the biggest impact.

CDC Respond provides a complaints management infrastructure that delivers: 

  • Multi-channel access for customers to log and submit complaints providing first contact complaint resolution
  • Effective and efficient management of customer complaints and feedback across all customer channels
  • Effective root cause analysis of the data to highlight where product, process or service improvements can be made
  • Adherence to industry specific complaint regulations

CDC Respond is a robust complaints management solution that improves process efficiency and provides greater transparency and consistency for both the consumer and the organization - removing frustration and improving the customer experience.