Manage Service Requests for Energy & Utilities Customers

Assist your customers with meter readings, service changes, billing disputes, or when they change locations. Energy & Utilities Contact Center Console includes predefined workflows your agents can use to fulfill these service requests.

• Start a Service for Energy & Utilities Customers
  Start services for your Energy & Utilities customers, including new and existing customers, and start services when customers change to a new premises.
• Stop a Service for Energy & Utilities Customers
  Stopping a service for your Energy & Utilities customers is a complex process. You must update multiple systems, inform external partners about the updates, and create and maintain commercial records.
• Add Meter Readings for Energy & Utilities Customers
  Enter meter readings manually for one or more services at the customer’s premises. Customers generally provide meter readings themselves but the readings can also be determined by field agents or manual estimates.
• File a Complaint on Behalf of an Energy & Utilities Customer
  You can file a complaint on behalf of a customer. Each complaint has a priority, subject, and a detailed description. The priority of the complaint can be high, medium, or low. When you file a complaint, you can include a billing statement, statement line item, or a meter reading.
• Manage Notification Preferences for Energy & Utilities Customers
  Use the Contact Center Console to manage customer communications preferences including the frequency of notifications for bills, payment reminders, outages, offers, promotions, and work orders.