PCS, TextPower bet to improve utility customer engagement

Under the deal, the two have agreed to integrate their solutions.

Professional Computer Systems’ (PCS) customer empowerment solution, Utilit-e solution, will be integrated with TextPower’s text messaging platform to allow PCS utility clients to send customer-service related notifications via text messages.

Commenting on the development, Mark Nielsen, TextPower’s executive chairman, said the integration will automate utility customer alerts and billing notices which will save both the utility and their customers time and money.”

According to Nielsen, 80% of utility consumers in the US prefer text messages to email and phone.

[quote]The solution will allow staff to sign up consumers to receive sms notifications in events including bill generation, bill payments confirmations, bill due dates reminders and load shedding alerts.

Customer engagement

In other customer engagement news, Enterprise software company Opower in February announced that E.ON UK has won the Customer Engagement Award at the 7th Smart Energy Summit 2016 held in London.

E.ON UK, a subsidiary of E.ON the world’s largest investor-owned power and gas company, was awarded for its work to enhance customer relationships and overall experience with the Saving Energy Toolkit, an online tool launched with Opower.

The Saving Energy Toolkit was created to help customers gain better insight into their home energy use, as part of E.ON’s commitment to helping its customers use and pay for no more energy than they need.

Commenting on the launch of the new tool last year, Anthony Ainsworth, marketing director at E.ON UK, said: “By delivering tailored advice and enabling customers to see how their energy use stacks up compared to similar homes in their area, we’re helping customers save energy and money, which in turn is helping us to improve customer satisfaction.

“Helping customers understand and control their energy use is key to building customer trust and our collaboration with Opower is enabling us to create a better experience for our customers.”

According to Opower, the toolkit affords customers personalised insight and tips on how they can save energy. At the time of the launch announcement, more than 500,000 customers completed ‘What Uses Most’ online audit, that helps the customer determine what drives up energy costs the most.