With its sixth generation customer engagement platform, Opower 6, the company expands its offerings to include customer care while improving core tools and analytics.
Customer satisfaction and cost to serve are critical to both the top and bottom lines for utilities. Globally, utilities spend $30 billion a year on customer operations, with the largest expenditures in billing and call center operations. Despite this massive investment, research shows that customer interactions have room for improvement. In particular, billing is a pain point for both customers and utilities.
Opower’s first customer care offering, Billing Suite, focuses on reducing high bill call volume and call center handle time, while increasing customer satisfaction. In early tests, clients using these products have reduced billing related calls by up to 19 percent.