Thoughts on mobility solutions at SAP for Utilities conference in Huntington Beach, CA.
City of San Diego (COSD) and Oklahoma Gas & Electric (OGE) have understood the value of using mobile solutions when it comes to customer satisfaction. Businesses that have many end customers that are dependant on getting information from a service provider when things go wrong, like in a case of a major power outage, could cause a really big strain on the callcenter of the company. Having for instance tens of thousands of people trying to get information at the same time will make the end customers very disappointed.
Using the implemented real time, two-way communication platform Smart Customer Mobile (SCM) not only takes care of this but also provides the customer with useful information about real-time and usage history, billing, service requests, savings tips and a lot more. The customer only needs to login to a website and start the communication. In future upgrades this will also include on-line payment ability as this is not already implemented.
There are many benefits to this as it reduces customer calls to the callcenter drastically, increases customer satisfaction and ultimately helps to achieve what a lot of businesses are chasing today – a great customer experience (CX). This is of upmost importance, since a dissatisfied customer might leave and also spread the word to others, making marketing to get new customers more challenging.
In short, ensuring your business provides a mobile solution is a win-win scenario for both the company and the customers.
I am impressed.
– Mika Manner, XStreamReports