The utility industry is in the midst of a transformation towards a more digital and customer experience centric approach, and it is changing the way utility organizations are doing business.

Utility organizations are re-thinking and re-structuring their Customer Communication Management (CCM) to adapt to today’s customer expectations. Creating the ultimate customer experience across all platforms that is consistent throughout the large amounts of interactions created is of outmost importance across print, digital, interactive correspondence and dynamic online bills. To achieve this the organizations must start with ensuring they have the right solutions and processes in place, an expertly implemented solution platform is at the heart of ensuring success with their CCM.

This is where OpenText Exstream, formerly Communications Center Enterprise (CCE) and StreamServe comes in. It is the best solution for utility companies to successfully complete their digital transformation and improve their customer relationships. Through years of successful implementations for our clients we’ve seen how it not only helps in ensuring that the customer experience is optimized through all channels and platforms to improve the organizations digital strategy with information being accessible to customers in a consistent manner on websites, print, email etc. The organizations business users have user friendly web-based tools to easily change and customize messages as needed to be able to respond to customer and organizational needs alike very quickly, resulting in happier customers, a more efficient and agile organization with reduced costs and need for support. For those times when customers contact call centers/support, it can help reduce call center costs and facilitate those calls to be better handled as call centers can pull up exact copies of what the customer is looking at/having questions about.

2016 brought some exciting news and industry changes with OpenText making acquisition in this space and paving the way for organizations further empower their employees to provide the best customer experiences and increased efficiency. We at XStreamReports continuously work with existing and new clients to support them in their digital transformation journey, and  with 2017 being off to an exciting start, we’ll continue to see the utility industry transform and OpenText Exstream presenting an even stronger solution in the market.

If you think OpenText Exstream/CCE/StreamServe might be right for your organization, contact us to learn more!


It’s that special time of year when we look back and think of everything that was accomplished in the last year. 2016 has been a great year, we’ve been fortunate to work with some great clients and partners for whom we’ve implemented great solutions and we’re very grateful for the amazing team we have at XStreamReports who made it all possible. This year also brought some great networking at inspiring events such as SAPforutilities and Enterprise World, and OpenText making acquisitions that will shape the future of our industry with Exstream 16 entering the arena in 2017.

A big THANK YOU to all our clients, partners and friends. We hope you are enjoying the beautiful holiday season and we wish you a all the best in 2017! Happy New Year!

 


SAP4UTL was a great opportunity to get insights from SAP and customers on re-imagining Utilities. Henry Bailey Global Vice President, Head of Utilities Industry Business Unit SAP, presented the future roadmap for Utilities and the new Customer Engagement model is an integral part of the future envisions by SAP. He referenced the importance of the customer experience and customer engagement via SAP Fiori and SAP Hybris. This highlights the perfect fit for Document Presentment Live from OpenText with flexibility to personalize all communications with end clients after SAP S/4 HANA processing and before final publishing to web, print or other distribution channels.

SAP HANA will help improve Predictive Analytics for Customer Communication and other cloud based solutions. The addition of SAP Predictive Analytics is a great step towards embracing the forecasting, identification and predications of customer behavior for personalized customer communication in realtime. CCM can now access SAP HANA for this data and make every Utility bill personalized based each accounts historical customer data.

We see many utility companies embarking in this direction and Predictive Analytics will be an invaluable addition, that will allow them to better understand their own data and customers, and as such, having the right information they need to provide the best customer experiences with; more effective bills and other customer communications, creating powerful personalized campaigns addressing customers individually, and reduced call center costs to just list a few. Ultimately allowing our clients to provide better services for their customers while benefiting from overall improved efficiency, optimized business processes and reduced costs.

A great conference with lots of industry knowledge and insights to be shared. We’re excited about the opportunities ahead in Utilities and look forward to seeing the advances made in the next year until we meet again at the SAP for Utilities 2017!