![]() As customer expectations increase, so does the need for companies to deliver exceptional experience. Understanding the need for environmentally aware business decisions, SEW conceptualized advanced digital self-service based on AI and ML technologies. Digital self-service supports utility sustainability The Southwest Gas program was also recognized in April 2020 by utility industry peers with a CS Week finalist award in the category Innovation in Customer Engagement. An immediate success was the platform’s high customer ratings: a 4.9 average star rating across app stores. Southwest Gas gained enhancements in customer communication while achieving operational efficiency through a reduction of call center volume. The platform also empowers utility customer service agents to quickly meet customer requests with tailored, personalized experiences. The project team delivered a customer self-service platform with a full 360-degree view including a native mobile experience and omnichannel interaction support. ![]() 4.9-star customer rated resultĪWS worked in support of SEW to deploy a Digital Customer Experience platform for Southwest Gas, a provider of natural gas service to more than 2 million customers across Arizona, Nevada, and portions of California. SEW is driven by the voice of the customer and we value our alignment with the AWS culture of customer obsession. Utilities have adopted the SEW platform to modernize their customer experience, enable 24×7 connectivity for their customers, avoid potential disruptions in customer communication, and to maintain business continuity. Regardless of location, we help our utility customers deliver excellence in digital customer service and engagement. With a vision to engage, empower, and educate billions of people, our SEW team of over 600 associates supports electric, water, and gas utility service providers in their digital transformation journey in more than 20 countries worldwide. ![]() Smart Energy Water (SEW)’s AI and ML powered, leading digital customer and workforce experience platforms, leverage the power of the Amazon Web Services (AWS) automatic scaling, secure cloud to transform all aspects of utility business. Utility field operations teams are frequently looking for ways to ensure safety and compliance while empowering the field workforce with secure system access using field mobile computing and advanced digital technologies. This capability, in turn, allows utilities to perform intelligent customer actions and provide 24×7 customer support and service. At the back, utilities understand the customer lifecycle, and monitor customer behavior through AI and ML powered analytics. Digital self-service platforms allow customers to take actions through web portals and mobile channels, and communicate with their service providers in real time. Today’s utility customers demand more convenience and control of their energy and water usage. The digital revolution has ensured that information is available at the customer’s fingertips anytime, anywhere, and on any device. As innovation now touches business- and customer-centric operations, the question is this: How has the rapid scale of adoption occurred?Ī new generation of proactive customers is changing the way utility organizations function across service and field operations. Over the last several years, digitization has helped utilities evolve to meet current and future challenges. Digital transformation is reinventing the core operations of electric, gas, and water utilities.
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