Aclara’s Customer Care solutions
Customer Care with Insight
Is your company looking to:
- Reduce customer service costs by moving customers to self-service, and away from paper bills?
- Increase the efficiency of the contact center by increasing first call resolution and reducing call times?
- Improve customer satisfaction by making your company easier to do business with?
- Provide an effective way to support customer energy management goals?
The answer, of course, is yes. But existing CIS systems, general purpose CRM systems and traditional Electronic Bill Presentment and Payment (EBPP) options, can’t easily get you there...because, they don’t address a basic need - helping customers understand their bills.
The Aclara Customer Care Suite is a unique customer care solution that increases the efficiency and effectiveness of customer service across multiple channels, by helping customers better understand and manage their bills. The result: lower customer service costs, and increased customer satisfaction.
Aclara’s Customer Care’s unique approach and architecture let it accomplish objectives other systems cannot:
- Energy intelligence transforms raw usage data into information customers can understand, from the cost of heating and cooling their homes, to the reasons the bill has changed, to an indication of whether they are on the best rate.
- Content is king, and the Aclara’s Customer Care solutions deliver not just an infrastructure that needs to be built upon, but the underlying analytics and utility-customizable content required to address customers’ questions.
- Customer service requires a customer-centric focus, and Aclara’s Customer Care solutions were designed to speak the customer’s, not the utility’s language.
- A 21st century architecture, based on a browser-based interface, multi-tiered design, and XML/Web Services for data import and export, eases integration and supports rapid implementation.
- True multi-channel integration reaches customers the way they want to be reached, helping make the utility easy with which to do business.
With this unique approach, Aclara’s Customer Care solutions help transform customer communications, increasing customer as well as customer service personnel satisfaction, while delivering a rapid return on investment through:
- Increased adoption of customer self-service, reducing customer service calls
- Increased first call resolution
- Shorter call times
- Reduced number of paper bills
- Reduced need for visits and other costly follow-up services
- Simplified CSR training
Aclara’s Customer Care solutions are offered in both self-service and contact center channels, and both residential and business customer editions. Learn more about how Aclara’s Customer Care solutions support Customer Care and Energy Management objectives, or drill down for more information on Aclara’s Customer Care solutions’ major modules: