Digital Disruption and Customer Service

Digital disruption can enhance customer service, boost operational efficiency and improve workforce management.

14:04 04 June 2018

Digital transformation has dramatically changed the way utility providers interact with their customers. With an increasingly competitive market enabled by emerging technologies, customers now have a wide range of options when it comes to potential suppliers, allowing them to easily switch if they feel that their current provider is not meeting their needs. This puts businesses under constant pressure to improve retention while simultaneously reducing costs.

 

The best way utility providers can cope with this situation is by embracing disruptive technology. The use of Internet of Things (IoT), for example, can improve not just customer experience but also operational efficiency and workforce management.

 

IoT can be used to gather information or data that utility providers can use to better understand the needs and demands of their customers. Access to such information is the key to improve customer satisfaction as it enables providers to have a deeper understanding of how consumers want to be treated.

 

IOT can also the key to improve operational efficiency. The technology can be used to proactively detect failures, discover patterns within datasets and extend asset life and availability in compliance with shifting regulatory requirements.