The Salesforce lightning platform serves as the foundation for the Energy & Utilities Contact Center Console. It offers the shortest path for Energy & Utilities companies to digitize their customer-facing operations by enabling them to reduce implementation time and project risk while also providing superior digital experiences to end customers.

You can use the predefined business processes and actions in the Console as an Energy company or utility. Alternatively, you can tailor the Console to your specific business needs. The Console also allows for integration with billing and other back-office systems.

Here are some of the highlights of the Energy & Utilities Contact Center Console capabilities :

• A 360-degree view of each customer.
• Single-agent experience for assisting both B2C and B2B customers.
• Graphical view of customer information for improved understanding of B2B customer account and premises structures.
• One-click access to standard utility guided service and sales processes.
• Update Account Information
• Add/Update Contact Information
• Update Account Shipping Address
• High Bill Analysis
• Request Bill Copy
• An out-of-the-box starting point for your contact center deployment.
• Ability to customize the Console with minimal coding.
• Preloaded sample data to demonstrate and highlight the available features.
• Manage Billing Dispute
• Create Payment Plan
• Update Billing Profile Information
• Move-in / Move-out
• Obtain Manual Meter Read
• Make a Complaint
• Manage Notification Preferences
• Manage Profile Attributes
• Optional integration with SAP billing solutions for key processes.

Familiarize yourself with the Energy & Utilities Contact Center Console

img src : Salesforce

The right panel of the Energy & Utilities Contact Center Console includes notifications and actions

img src : Salesforce

We can also use Energy & Utilities Contact Center Console to manage your customer interactions. When you receive a customer call, use the Identity Verification feature to search and verify the caller’s details. After you have verified the caller, you can select from the various actions and business processes listed on the Console to answer the caller’s questions or respond to their requests. 

Along with this, there are many other features that can help us achieve good results, which we will discuss in the next post.

Hope this information helps you guys.

Cheers!!!

Mukul Sharma