Utilities
utilityworks™ --Become the Ultimate Customer Service Center.
Commuting home from work. Rushing kids to soccer. Attending meetings in the evenings. People are busy, and even customers with the best intentions forget to pay their bill and fall victim to frustrating late fees or untimely service shut-offs.
Automated Courtesy Calls.
Utilityworks™ can help remove the pain of late payments with automated courtesy calls to your past due accounts. Reminders will help customers avoid embarrassing and costly disconnects. Fewer disconnects mean fewer truck roll-outs and lower costs for your department. With our press 1 to pay now option, making payments has never been easier.
Real-time payments.
Customer self-service only works if users are able to access their account information and make payments in real-time. Our utility applications tie directly to your utility database/CIS system, so phone and web payments are posted immediately—with no batch processes and no manual steps.
Urgent Notifications.
Utilities have a responsibility to notify their customers of urgent situations: water contamination, service interruptions, or downed power lines. Tele-Works’ outbound notification system, will allow you to notify your customers in a timely manner. Even emergency notices can be delivered to thousands of phone numbers and emails in minutes.
Features.
Access anytime.
Customers can access their accounts when it’s convenient for them. No more running to pay a utility bill on their lunch break or being fearful of a disconnection. Instead they can check balance and payment history and pay bills by credit card or eCheck…anytime.
Go ahead, let them inquire.
Answer your customers’ questions at any time of day without overtaxing your customer service representatives: 24/7 FAQ by phone, balance inquiries, and payment history. Customers are prompted to enter their account number and can then check their current balance, past payment date, or last payment amount over the phone.
Be courteous.
Make outbound calls to customers with past due accounts and offer press 1 to pay options while you have them on the phone. Your customers avoid service disconnection and associated fees and you avoid costly truck roll-outs.
Be more proactive.
Be certain that customers are informed of urgent situations. Let your customers know when there is a boil alert, new water restrictions, live line down, or a planned outage with outbound calling.
Spanish, Armenian, or Cantonese?
Do you have a large population of non-English speaking citizens? With our multiple language options, you can find a way to communicate with everyone.
We can host it or you can own it.
For many customers hosted or on-premise options are available. You can purchase the IVR hardware and software and house it on-site in your IT department, or you can subscribe to our hosted IVR service and let us worry about the IT infrastructure. Either option allows you to reach your citizens with useful and timely information.
