Utilities: Is a fractured bill-to-payment experience obstructing your cash flow?
Heightened consumer awareness, new technology and environmental pressures are all strong catalysts for change in the utility sector. This has forced utilities to focus on enhancing the customer experience, as well as actively manage customer engagement and retention.
But certain customer journeys are yet to be overhauled – such as the bill-to-payment process – which makes up a significant portion of a utility’s regular touchpoints with a customer. By failing to address this process, the utility is effectively obstructing its own cash flow.
The components of this journey need to be streamlined to remove the friction points that cause a fractured customer experience.
Get the white paper to learn how utilities can achieve a fracture free bill-to-payment experience and improved cash flow. Also, learn more about:
- The state of digital disruption in utilities
- Why focusing on cost-cutting can result in a fractured CX
- Changing customer expectations
- New competitors and evolving technology
- The bill-to-payment journey:
– Is your bill-to-payment CX fractured?
– Encouraging payment before default
- How Striata can help utilities enhance the bill-to-payment CX, reduce DSO and improve cash flow
In a 2017 CapGemini study, as much as 73% of respondents said they would pay for better customer service from their utility provider
Have a read through some more of our great resources – with a specific focus on the value of digital communication, and specifically how it drives of CX utilities
How digital communication can fix a fractured CX in utilities
CX in utilities can no longer be ignored.
This article looks at digital disruption in the utility space; why CX is such an important investment; and how digital communication can fix the bill-to-payment customer journey.
Utilities - Are you offering your customers a seamless experience across all digital communication channels?
Give your utility customers a seamless digital communication experience. Mia Papanicolaou discusses 8 steps utilities should take to ensure a seamless digital communication journey
Reading Room – a round up of relevant articles
Digital disruption and transformation in utilities
In this Reading Room, we’ve selected articles that range from a basic overview of digital transformation to an in-depth look at how Australian utilities are faring in the face of rapid disruption.