Over the last couple of years, the utilities market has undergone significant transformation driven by technological advancements, regulatory changes, and growing customer expectations. With this in mind, utility companies should look into adopting modern CIS solutions that lead them to respond to the rapidly changing trends of the industry. These systems are now expected to go beyond basic billing and customer management functions, placing greater emphasis on agility, customer-centricity, and flexibility by incorporating advanced capabilities to better serve communities, enhance customer satisfaction, and ensure long-term engagement.
Leading consultant group, Gartner, named this new generation of systems modern, event-based CIS solutions, which are systems that are designed to respond to events in a timely manner and trigger automatic processes related to customer interactions and service operations. They are primarily differentiated from legacy systems by their exceptional adaptability and ability to respond in real-time, using their advanced capabilities and functionalities to deliver optimal responses and meet evolving demands effectively.
The key features that distinguish an event-based CIS from a legacy system are as follows:
Cloud-based architecture: Unlike traditional on-premise systems, SaaS platforms offer greater scalability, flexibility, and cost efficiency making it easier to exchange data in near–real-time, providing robust support for emerging service and revenue models. Moreover, these solutions count on faster updates and seamless integrations with other tools, ensuring system reliability.
Embedded AI models: Chatbots, digital assistants, and machine learning (ML) play a key role in driving business growth, offering personalized services, enhancing employee efficiency through user guides, providing tailored support, and streamlining operations.
Flexibility for customer engagement tools: In contrast with rigid legacy solutions, modern, event-based systems have the flexibility to quickly deliver to the market new products and services, such as a configurable catalog of products/services and customer programs with bundling options among them, dynamic pricing with discounts options, plus self-service capabilities in an intuitive customer portal. With these capabilities, a modern event-driven CIS can intelligently recommend billing plan changes or new product offerings to a customer service representative (CSR) in real time. For example, when a CSR answers a customer call, the system can automatically suggest relevant options based on the context of the interaction.
Adaptability to automate complex business processes: Utilities with modern CISs have the ability to replace traditional batch processes and facilitate data exchange among multiple systems, this is possible through configurable workflows that are automatically activated based on the event type. Additionally, their robust data management and advanced reporting capabilities present information through comprehensive customer views and dashboards, empowering data-driven decision-making.
Traditional CIS systems often fall short of meeting the demands of an ever-evolving market. Their inability to adapt to changing industry dynamics can lead to weakened customer satisfaction and inaccessible flexible rates. Fortunately, some software providers offer modern and innovative solutions that deliver the advanced functionality and flexibility needed to address future challenges.
Open Intelligence, a leading provider of software solutions tailored exclusively for utilities has developed Smartflex, an event-based CIS designed to streamline customer care, billing, metering, and fieldwork management processes. The following are some of the distinguishing features and capabilities of the solution:
Cloud-based solution: Built on a modular, multi-service platform and deployment options from on-premise to full SaaS, Smartflex offers utilities the adaptability and comprehensive tools needed to thrive in a rapidly transforming market.
Advanced billing functionality: Smartflex’s advanced billing functionality facilitates the collection process and allows businesses to implement differential pricing and discount strategies effortlessly, eliminating the need for modifications to the system’s core code. This flexibility supported by low-code tools ensures that companies can quickly adapt to changing market demands or unique customer requirements without compromising efficiency or incurring additional development costs.
Seamless data-exchange: Unlike conventional batch processing systems, Smartflex operates in real-time, enabling smooth data-exchange across multiple systems. This capability creates a truly integrated ecosystem that enhances operational efficiency. Smartflex also offers dynamic dashboards and a robust 360-degree customer view which provides a unified perspective on customer activities, preferences, and history. This holistic view empowers our utility customers to deliver personalized support, track customer engagement effectively, and identify opportunities to improve satisfaction and loyalty.
Embedded AI tools: Open is driving Smartflex by harnessing the power of innovative technologies, most of them rooted in artificial intelligence (AI). Amongst some of its key features include digital chatbots that enhance customer experiences, proactive interactions, and a digital adoption tool. Smartflex’s proactive interactions enable utilities to engage with their customers allowing them to anticipate their customers’ needs through artificial intelligence and data analytics. This powerful feature allows utilities to form personalized experiences with their customers, helping them solve problems before they even know they have them. Open also offers Polaris, Smartflex’s digital adoption tool, designed to serve as an interactive and intuitive guide, helping employees simplify training, improve user experience, and ultimately ensure workforce proficiency.
Another innovative feature of the solution is a notification engine based on events, which facilitates the configuration of various alerts tied to specific system events that need ongoing monitoring. This tool simplifies the process of sending automatic notifications triggered by system activities, ensuring timely updates and follow-ups.
With its advanced features and capabilities, Smartflex stands out as an event-based CIS designed to elevate your business. This solution is leading the way for utilities to successfully develop new business models and adopt innovative technologies that meet the needs of the market. Since progress demands change, are you ready to take the leap, embrace innovation, and succeed?
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