The integration of AI into utility operations has revolutionized decision-making processes and operational efficiency. Traditional AI techniques have paved the way for predictive analytics, enabling utilities to forecast demand, optimize …
2020 doesn’t seem that long ago, but a lot has changed since then. The pandemic, which hit the US in March 2020, brought about a lot of societal shifts that …
Our partner, a utility company serving roughly 500k customers across multiple states, faces many of the same challenges as others when it comes to their customers. Externally, their customers deal …
Collections payment data is particularly complex. Not only are there multiple steps, but there are multiple ways at each step for a customer to pay along the process. For example, …
Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?” Surveys like …
Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …
The Census Bureau reported that after the start of the pandemic over 37 million US citizens were living below the poverty line. Currently, according to NEADA, more than 20 million …
CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …
As utilities move toward another collections season, the stakes are high to recoup outstanding debt while also optimizing the customer experience. Understanding distinct customer journeys through the collections process via …
Every year since 1994, the American Customer Survey Index, or ACSI, has compiled customer satisfaction data and published benchmarks for major industries. Recently, they added 2021 data to their Benchmarks …