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Omnichannel Utility Customer Service

Create seamless utility customer experiences and upskill your contact centre agents at scale. Energy & Utilities Cloud on the Einstein 1 Platform gives agents AI-powered tools and context in a single console to deliver personalised utility self service, for faster resolutions and happier customers.

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Omnichannel relationship management platform for utilities.

Increase energy and water utility customer engagement with multichannel support and digital self-service. Connecting data and systems on an industry-specific platform scales service, reduces cost to serve and keeps your customers at the centre of digital transformation and AI innovation.

An Energy & Utilities dashboard with a customer’s billing and usage information.

Upskill agents and scale service channels.

Smart Utility Contact Centre

  • Utility Contact Centre Console. Connect every channel and maximise ROI with contact centre software built for utilities, directly into your CRM. With data and AI that natively integrates with the Einstein 1 Platform, you can transform your contact centre into an intelligent, omni-channel engagement centre for effective, cost-efficient service.
  • Omni-Channel Routeing. Automatically route cases from any channel to the right agent based on skill set, availability or capacity. Configure routeing rules inside Flow for all channels, including messaging, chat, email, voice and partner channels. Give managers a bird’s eye view of contact centre activity to manage their team's workload in real time.
  • Live Chat and Messaging. Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for business and more. Live chat and messaging allows you to address your customer’s concerns in real-time.
  • Proactive Messaging. Go from reactive to proactive service with automated, relevant outbound messages from order status updates to appointment confirmations and reminders. Deflect inbound volume and improve customer experience by getting ahead of service issues — from delivering delays to service outages — with timely notifications.
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Live conversation between a customer service representative and a customer.

Personalise customer engagement across self-serve, AI and mobile channels.

Omnichannel Service

  • Utility Customer Self-Service Portal. Integrate each customer's utility account and programme participation to offer 24/7 support with web and chat-enabled service on any mobile device. Inspire customers on their sustainability journey with timely reminders, rewards and offerings filtered and tailored to their preferences and goals.
  • Einstein Bots. Deflect cases and resolve issues faster with intelligent chatbots. Get started quickly with an intuitive point-and-click interface that lets you build and launch bots in minutes. Automate routine requests, guide customers through next steps or route them to the right agent.
  • Workflows. Easily embed business processes across all channels to help customers resolve requests on their own. Use workflows to automate simple and complex tasks — from resetting a password to submitting a loan application. And allow customers to seamlessly self-serve without having to loop in an agent.
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A dashboard to set up a service appointment in just 3 steps, along with a location map of the service centre.

Unify customer experience from self-service to field service.

Omnichannel Service and Salesforce Field Service

  • API and Integrations. Expand your reach by extending the power of Digital Customer Engagement to almost any third-party channel, with out-of-the-box integrations and APIs from Energy & Utilities Cloud and MuleSoft.
  • Clean Energy Programme Participation. Utility customers deserve to be known at every point of engagement. Unify service and give utility contact centre agents full insight into the growing list of non-commodity offerings, including utility energy efficiency programmes, electrification incentives, EV rates and energy advisory services.
  • Field Service for Utilities. Give call centre agents full insight into service operations and assets on the leading Field Service management solution for energy companies. From metre installations to asset maintenance to vegetation management, empower today's mobile-enabled workforce with data, AI and CRM for excellent customer service.
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Complete your utility customer experience solution with products from the Customer 360.

Field Service for Energy & Utilities

Streamline field operations. Train a new energy workforce to improve on-site safety and efficiency.

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Einstein 1 and Data Cloud

Get AI insight from diverse data sources and automate workflows across your Salesforce applications.

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MuleSoft

Instantly connect a growing list of energy and utility applications and data with speed and scale.

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Tableau

Transform energy and customer data into actionable insights and processes.

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Revenue Cloud Configure Price Quote (CPQ) and Product Catalogues

Customise catalogues of new, non-commodity products and services on the world's leading CPQ.

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Build the perfect utility service solution with our help.

Build the perfect utility service solution with our help.

Get in touch today and our experts will guide you through the process, step by step:

  • Choose the right Salesforce for Energy & Utilities edition.
  • Add products/features needed, if not already included.
  • Customise the final result with apps, services and support.
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Get the most out of energy and utilities solutions with industry-savvy partners and experts.

Deloitte: Empowering trusted AI & Data
IBM: AI that is ready for business.
PwC and Salesforce. Switch on outcomes.

Energy and utilities trends and insights to help you thrive in the digital age.

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Ready to take the next step with Energy & Utilities Cloud?

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Start building on Energy & Utilities Cloud for free with one of our trial environments, custom configured to suit your needs.

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Omnichannel Utility Customer Service FAQs

Digital customer engagement software on an utility self service portal lets your business engage with customers on the phone, on your website or on your mobile app — in real time. This platform enables businesses to provide seamless customer service across multiple digital channels.

Digital customer engagement on self-service portals offers utility customers an instant and convenient channel for customer support.

Digital customer engagement on utility self service portals benefits utilities and their customers, with increased first contact resolution, reduced operational costs, improved agent efficiency and productivity and increased customer satisfaction.

The best digital utility self service customer engagement software is built directly into your CRM with artificial intelligence, chatbots, automation and workflows, self-service help centres, knowledge bases and omni-channel routeing to unify customer journeys and experiences.