It’s undoubtedly true saying that customer expectations continue to evolve at a rapid pace. Also, with a click of a button, mobile shopping experiences, ridesharing services & online banking have revolutionized the way customers interact with their favorite brands. Today, companies across industries & verticals are navigating how to adapt their businesses, to meet customers’ changing requirements & necessities.

1. Driving the Future with Smart communication for Utilities
Intense Technologies Limited
www.in10stech.com

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Driving the Future with Smart Communications for Utilities
It’s undoubtedly true saying that customerexpectations continue to evolve at a rapid pace.
Also, with a click of a button, mobile shopping experiences, ridesharing services & online
banking have revolutionized the way customers interact with their favorite brands. Today,
companies across industries & verticals are navigating how to adapt their businesses, to
meet customers’ changing requirements & necessities.
Challenges to effective Customer Communications
When it comes to delivering customer value utility companies in particular face new
challenges. Many of the changes are shaping the industry’s future center around evolving
service delivery models and emerging technologies. This could significantly impact how
consumers can interact with utility suppliers in the long run. But there’s one thing utility
providers can do right now I.e., to build better relationships with their customers.
Traditional methods of communication
Utility companies usually rely on traditional methods of communicationfrom emails,phone
calls to direct mails, etc. However, today’s digital-savvy population expects something
more. They need the same level of personalization and convenience that they get from
other industries, for example, entertainment to banking, etc.
Therefore, the companies need to make a shift towards making effective customer
communications management strategies and try to engage in real-time two-way
conversations.
Legacy interaction is not enough
Utility companies only interact and collect information from customers when they open a
new account or when there is an issue, which needs to be resolved. This kind of static
communication leaves no room for engagement. And, without two-way communication,
customers feel impossible to be heard and Utility providers find it difficult to learn customer
preferences or sell new services or solutions.
Utility Customers Continue to Feel Ignored, Underserved, or Misunderstood
According to the latest survey, nearly fifty percent of survey respondents indicated that
they do not currently get personally relevant information at the right time.
Effective Customer Communications Start with the Power of Personalization
Wealways prefer communications that are personalized and highly relevant to us and that
arrive at the ideal timeaccording to the channel that we like the best. And mostimportantly,
we appreciate communications that help us save money, avoid hassles and make our
lives better. Personalized communications allow companies to move beyond just sending

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communications. Therefore, organizations need to engage in smart interactions, which
are personalized throughout the entire customer lifecycle, and at a massive scale.
The Power of Digital Transformation
Digital transformation has changed the way consumers do everything be it getting a ride,
booking a holiday, paying bills and managing the money, etc. Now, it’s time for utility
companies to act. If a company adopts the best processes and technologies to drive
change, then it can definitely get success in the long run.
AI-powered Smart Alerts
AI-powered Smart Alerts provide personalized web and mobile-based experiences at
every stage of the customer journey. Smart Alerts empower utility companies to engage
customers in a better way.
Achieving Essential Utility Goals
Smart Alerts always deliver value in connection with every single utility initiative and also
help achieve strategic goals like:
a) Customer Satisfaction
The most significant benefit of Smart Alerts enhanced engagement is happier customers
who feel well-served.
b) Increase Energy Efficiency
Smart Alert is all about making smarter energy decisions, with practical, simple, and
personally relevant steps, which can cut down the carbon footprint and energy costs. A
leading company named Hydro One has started making the best use of Smart Alerts as
part of its multi-channel online marketplace for delivering hyper-personalized
recommendations for energy-related products and services, which is based on each
customer’s unique energy usage and energy-related goals.
c) Advanced Beneficial Electrification
The adoption of electric vehicles strives to provide a game-changing, multi-faceted
opportunity for utilities, to establish energy advisory relationships, to realize new revenue
opportunities, and to diversify infrastructure with charging stations.
d) Deploying More Renewable Energy
Renewable energy generation through resources like solar and wind are two of the largest
mainstream components that can eliminate fossil fuel dependency. Smart Alerts equip
utilities with solar triggers. Solar-related Smart Alerts are also targeted to only those
customers, who have the greatest inclination for renewable energy adoption.

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e) Future Ready for Utilities
SmartAlerts, timely insights, and recommendations can inspire your customers tobecome
active participants in their energy use journey. Smart Alerts foster a new era of customer
relationships, which can deliver substantial benefits to both parties immediately and long
into the future as utility priorities evolve.
To know more about our self-service capabilities contact us at
digital@in10stech.com