Quadient® Utilities

Activate your business, captivate your customers.

 

Customer experience is the new battleground for utility companies – particularly in deregulated markets. Delivering an exceptional customer experience through highly personalized, contextual communications across all channels improves loyalty, helps to increase engagement and participation in energy conservation programs, and drives business growth.

However, most utility companies lack the proper infrastructure to support a CX strategy that spans the entire business. Legacy technology, departmental silos and changing regulations add additional layers of complexity and hinder progress.

Quadient’s® comprehensive portfolio of best-in-breed technologies helps utilities bring together and activate the entire business in the name of better customer experience.

Our business solutions at a glance

Customer Journey Mapping
End-to-end journey mapping
End-to-end journey mapping
Real-time collaboration
Real-time collaboration
CX visibility across silos
CX visibility across silos
On-going CX enhancement
On-going CX enhancement
Digital Experience
Personalized digital experience (PDX)
Personalized digital experience (PDX)
On-boarding
On-boarding
Mobile & web applications
Mobile & web applications
Rapid mobile application development (RMAD)
Rapid mobile application development (RMAD)
Data Quality
Single Customer View
Single Customer View
Data cleansing & consolidation
Data cleansing & consolidation
Data enrichment
Data enrichment
Data security & compliance
Data security & compliance
Customer Communications Management (CCM)
Consistent omni-channel communications
Consistent omni-channel communications
Output and compliance Management
Output and compliance Management
Business user empowerment
Business user empowerment
CCM platform consolidation
CCM platform consolidation

Our business solutions at a glance

Capabilities at a glance:

Digital on-boarding with eSignature integration

Digital on-boarding with eSignature integration

Interactive account statements and bills

Interactive account statements and bills

Digital forms and processes

Digital forms and processes

SMS and mobile push notifications

SMS and mobile push notifications

Personalized up-sell and cross-sell promotions

Personalized up-sell and cross-sell promotions

Interactive welcome kits and contracts

Interactive welcome kits and contracts

Client correspondence

Client correspondence

Speed digital transformation

Speed digital transformation

Most established utility companies have a complex infrastructure of mission-critical legacy IT technology. This problem is often compounded by home grown systems that have increased risk of failure every year. 

Quadient technology integrates with your existing legacy IT systems and offers flexible implementation options including on premise, hybrid and cloud solutions for a variety of users and business requirements. Leverage existing templates, archived content, and data from your core systems to create highly personalized, timely and accurate communications across all channels. 

Whether you are simply moving from print to e-delivery, or looking to explore more sophisticated channels like mobile or wearables, Quadient technology scales with you as you grow, regardless of your maturity level.

One platform, unlimited channels

One platform, unlimited channels

Most utility companies have separate tools, teams and third parties dedicated to designing and creating content for web, email, print and mobile communications. This results in duplication of efforts, inconsistency and compliance risk.

Our industry-leading CCM solution, Inspire, enables you to create timely, contextual, personalized and accurate communications for all channels from one intuitive interface. This eliminates the need for multiple siloed teams, reduces risk and ensures a seamless customer experience.

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Elevate your customer experience, increase market share

Clear, concise communications

Clear, concise communications

Reduce in-bound call volumes by making statement information easy-to-understand with interactive charts, graphs and sliders. Include dynamic elements including graphs to illustrate meter usage information.

Combine water, electricity and gas billing into one consolidated statement to take advantage of postal savings, and speed payments.

Drive engagement in energy conservation programs

Drive engagement in energy conservation programs

Create a highly-engaged customer base and increase participation in energy efficiency and demand response programs with tailored mobile push notifications, SMS updates, and email communications.

Digital on-boarding

Digital on-boarding

Make on-boarding for new products and services quick and convenient with digital forms that are pre-populated with your customers’ data, and integrated eSignature capabilities.

Tailored up-sell and cross-sell promotions

Tailored up-sell and cross-sell promotions

Create personalized offers to encourage enrolment in fixed payment plans to guarantee income streams. Leverage mobile push notifications, SMS and email to upsell annual maintenance plans and new equipment.

Empower business users, reduce silos

Empower business users, reduce silos

Reduce strain on IT and meet consumer demands by empowering business users to make simple content changes quickly and easily. With Inspire, business users are given access to pre-defined content blocks through a web browser. Administrators specify which templates may be accessed by whom and what changes may be made to ensure brand consistency and compliance.

Quadient Inspire’s synchronized omni-channel preview then enables managerial staff to review the output in every format (mobile, tablet, web etc.) for fast approval.

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Increase agility, reduce risk

Increase agility, reduce risk

Reduce compliance risk and improve efficiency by enabling compliance, legal and line-of business teams to collaborate throughout the communications creation and approval process. 

Our integrated suite of data quality solutions make it easy to stay on top of privacy regulations including the General Data Protection Regulation (GDPR), and reduce risk associated with customer due diligence (CDD).

37% of enterprises face a skill shortage when it comes to mobile application development.

62% of IT managers report a large app development backlog, with some having more than 10 apps waiting to be developed.

Source: Outsystems. The State of Application Development, 2017.

Step up your mobile game

Step up your mobile game

For many organizations, personalized mobile and web content is extremely costly to develop and maintain, as it is often done manually.

Quadient’s® digital experience solutions help you create responsive, interactive, regulatory compliant and highly individualized mobile and web experiences quickly and easily from one intuitive interface, reducing strain on IT and lowering costs.

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Get the most out of your data

Get the most out of your data

Exceptional customer experience begins with exceptional data. Our data quality solutions ensure you’re always putting your best foot forward when engaging with your customers. From data cleansing, profiling, consolidation, and enrichment to data security and compliance, Quadient’s suite of best-in-class data solutions will ensure you’re delivering accurate, contextual and compliant communications every time.

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Take action to improve the customer journey

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Quadient® Customer Journey Mapping is the only cloud-based journey mapping tool that incorporates digital and physical touchpoints into your journey maps. Customer experience teams easily share feedback with business users directly through the tool, so improvements are made in real-time.

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