GAS UTILITIES

Engaged customers help you achieve your business objectives

Achieve customer satisfaction, generate revenue, and position your gas utility for the future with relevant, personalized communications.

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Enhanced Communications for Smart Gas Utilities

Gas utilities are facing many challenges – from dealing with their environmental impact to the global pandemic, dispersed workforces, shifting energy demands etc.

Top business priorities include solving customer engagement challenges, improving satisfaction, alleviating contact center congestion, and conserving resources.

In order to do this, innovative smart gas utilities are implementing live dashboard and data apps to deliver text and multimedia messaging to their customers – including filtered, ad hoc alerts and personalized real-time use and pricing alerts and billing notifications.

Introducing REACH. More than a notification platform

REACH is a hosted customer engagement platform trusted by leading gas utilities that achieves the right balance between standard features and interfaces. It operates in accordance with your rules, your schedules, and your customer’s needs.

  • Rules and templates are configurable to provide flexibility
  • Billing and payment, real-time usage and pricing, appointments, and customer alerts via rich integration framework
  • Natural language processing (AI) helps to automatically answer requests 24×7 and route complex requests to agents
  • Expert integration, project management, and training services support your business objectives to achieve state-of-the-art integration
  • Continuous investment in expanding communications channels such as Apple Chat, WhatsApp, and even print.

REACH Ecosystem

Leading utilities such as BGE, PECO, Evergy, and City of Chicago partner with AGENT511 to deliver email, voice, text, social, and print messaging for ad hoc alerts and personalized outage and billing notifications.

  • REACH Preference Management delivers critical communications in accordance with customer preferences and your business logic to maximize customer engagement, transparency, and create loyalty
  • REACH Data Connect is a foundation for complex analytics and workflows that creates customer insights and calls to action
  • REACH INTERACTIVE two-way smart sessions facilitate interactive bill payments and appointment re-scheduling
  • REACH Chat combines the power of targeted notifications with the ability to instantly create a text chat

REACH Results

REACH is an award-winning application that has run consistently for over a decade.

  • AGENT511’s text messaging notifications are read 95% of the time (6-8x more than email)
  • Our client PECO saw 30-50% increases in customer enrollments in new programs. During the Riley and Quinn storms in 2018, enrollment increased by 100,000
  • Our client BGE won the 2021 Chartwell Bronze Customer Care award for its implementation of REACH text chat
  • Appointment reminders mitigate missed truck visits nearly 60% of the time

 

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REFERENCE

PECO REACH Customer Communications

PECO leveraged REACH Preference Management in order to expand channel capabilities and interactivity to expeditiously inform customers about service disruptions.

View our PECO Case Study

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