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Typical Users of Energy & Utilities Cloud
Typical users of Energy & Utilities Cloud include utility executives, business and residential customers, account managers, customer service agents, and field service workers.
Supported Business Units
Energy & Utilities Cloud typically serves the following types of business units:
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Contact center and utility service centers
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Digital engagement including outbound, web, mobile, and digital sales
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Commercial and industrial or business account management and sales
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Customer programs groups
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Energy efficiency and demand-side management program enrollments
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New energy sales including electric vehicles, solar, storage, and so forth.
Utility Executives
As a Utility Executive: “I want to provide more value to my customers and I need to modernize the customer experience to enroll for supply, to engage with the utility for service or advice, and to research and buy utility and related products and services.“
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In regulated markets, I need valuable next best offers and actions and automated move and service processes.
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In competitive markets, I need bundled offers with real-time quoting, digital experiences, and automated provisioning. I want the ability to innovate and move new products into my digital and partner channels quickly and easily.
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My business and customers need fast and accurate quotes for 10 to 1000s of sites and service points, along with value-added services and products. The sales agents and account managers serving them need the information and tools to be energy advisors.
Utility Customers
As a Utility Customer: “I want signing up with my utility or changes to my service to be easy. I need advice on options that are right for my energy goals and for my wallet. I want to sign up and manage everything online on my phone, but if I do call, I want you to know me and know what I need."
Business Use Cases
As a utility customer for a business account, I want to accomplish one or more of these following tasks:
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Advice tailored to my business.
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A quote for my 10-10,000 site business quickly and at a competitive price.
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Options for energy-efficient products with applicable rebates and other valuable measures and coverages for my business.
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To collaborate with agents and brokers to find the best plan and rates for my business.
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To review the required documents online and be able to negotiate terms.
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An advisor to my business who is looking for new ways to help us meet our energy and utility goals.
Residential Use Cases
As a utility customer for a residential account, I want to accomplish one or more of these following tasks:
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To view and pay my bills online and on my phone using one click.
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To set up a new service or move services online or using my phone in less than 5 minutes without talking to an agent.
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A switching site to recommend the best offers and then switch sites in minutes (if I can choose my supplier).
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Personalized recommendations to save money and energy.
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Online advice and tools for sizing the cost of energy and utility devices, solar, electric vehicles (EV), and EV charging.
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To view and sign-up for all rebates online.
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To schedule all appointments online and be directed to certified partners.
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To track the status of my requests and services in progress.
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Personalized and proactive notifications and the ability to control when, where, and why I received the notifications.
C&I Sales and Account Managers
As a C&I Sales and Account Manager: “I want to be responsive to my customer requests, providing them a comprehensive quote in real-time for their specific requirements. With complex customers, I want tools to be a good advisor and offer the most valuable package and the fastest quote.”
As a C&I sales and account manager, I want to:
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Generate a quote quickly for a prospective business that may have 10 to 10,000 sites.
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Generate an offer or proposal for a customer and contract that they can sign electronically.
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Generate a renewal quote for a customer.
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Offer energy-efficient products and services and other high-value margin offerings along with commodity supply to my customers.
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Collaborate on pricing and forecasting, engineering, and management for approvals.
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Advise my customers to meet their energy goals and provide fast quotes and services.
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Set up and manage products, prices, and coverage options.
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Price for energy quickly and bring in third-party pricing data when necessary.
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Manage products, offers, and contract configurations.
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Create and manage clauses and document templates.
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Automate the move and switch processes and manage the flow of work by exception.
Customer Service Agents
As a Customer Service Agent: “I want to feel confident advising my customers. I want to be able to see their services, products, bills, and balances when I need to, but I want the system to tell me why they are contacting me and to show me the best actions or offers for this customer. I want the tools I use all day, every day to be fast, easy, smart, and fun.”
As a contact center agent, I want:
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To serve and advise my customers quickly, based on their utility profile.
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Easy to learn tools that allow me to work on the phone, chat, email or other channels
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A utility customer 360 view of Energy & Utility services, products, bills, history, and so forth.
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To see customer moves and switches automated with the billing and market systems.
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To advise my customers quickly on questions related to:
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Billing and payments
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Electric, gas, water, and other usages
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Energy and water supply efficiency and outages
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Products and services
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Offers and rebates
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Enter minimal information related to:
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A payment or set up a payment arrangement
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Move a customer in, out, or transfer a service
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Enroll a customer on a bundled commodity and not commodity offer
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Change a rate or set up a customer on a program
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Schedule a field service
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Update notification preferences
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To be notified proactively of high priority service issues.
