Digital customer engagement solutions for utilities

Improve CX and operational efficiency with two-way messaging, intelligent automation and contact centre solutions.

Digital solutions to strengthen customer relationships and optimise service management

Proactive communications

Integrate data from every touchpoint and business system to automate the delivery of contextual and personalised two-way communications. Smart meter marketing, engineer appointments and much more, can be turned into actionable customer journeys.

Connected Home

Take the next step in creating a smart utility experience by connecting home data-points with omnichannel communications. Harvest IoT data to unlock a new wave of customer insight and provide services that help customers to better manage their home utilities.

Field force management

From optimising appointment management to resolving disruption in real-time, create automated processes that use real-time customer and field force employee data to optimise service and maintenance operations.

Billing & payments

Whether you are alerting of unusually high usage or delivering notifications that proactively stop bill-shock calls from reaching the contact centre, create a more informed and consistent billing experience for customers.

Customer self-service

Use AI-powered customer self-service, enabled by NLP and rule-based decisioning, to enable customers to manage appointments, access utility services and gain FAQ resolution across a range of messaging channels.

Omnichannel agent support

Consolidate all customer support channels to a single desktop for your agents, by either using IMImobile's Agent Desktop, IMIchat, or using our API to extend your existing environment.

Customer surveys

Build stronger customer relationships by automating the collection of customer feedback through digital surveys that are easy to complete on any mobile device.

Smart meter communications

Create the digital communications that drive and optimise smart meter roll out. The entire smart meter process, from targeted marketing to increase sign-ups, to booking an install date and securely gathering readings, can be digitally automated.

Press Release: npower use Apple Business Chat to support smart meter roll out.

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Centrally manage communications to accelerate digital transformation

Intelligently manage and monitor communications and customer journeys across all channels and systems in a high-performance cloud environment with up to 99.99% uptime and elastic scalability.

Visual flow building tools and advanced automation capabilities combine with the centralised advantage to make it easy to monitor live customer communications, enforce contact policies, continuously optimise CX, and take the necessary steps to create an enterprise customer communications hub.

To learn more about our enterprise-grade cloud communications platform, click to watch the video.

Add the latest mobile and intelligent automation capabilities into customer journeys

Advanced automation and mobile-first capabilities, such as location-aware messaging, can be quickly added into marketing, operational and service customer communications.

Download our customer success story to see how a leading UK gas company is using proactive notifications to enable field engineers to organise appointments with customers in real-time.

Save through end-to-end customer service automation

Through a blend of NLP and rule-based decisioning, enable customers to self-serve on their favourite digital and mobile channels. Customers can manage their accounts, access services, resolve common customer service enquiries, respond to outbound communications, and much more.

Download our customer success story to find out how our virtual assistant reduced the level of in-bound contact centre customer enquiries.

Want to know more about our customer communication solutions for utility providers?

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More resources

eGuide

A guide to the messaging channels and technologies helping CX professionals differentiate customer engagement and service.

Whitepaper

How to enhance existing contact center technology to gain omnichannel quick wins.

Case Study

Improving the customer experience with proactive automated alerts & notifications.