Utility companies must constantly juggle many different technical and business aspects to keep the lights on for their customers. From electricity generation to power transmission, to grid upgrades, to responding to outages, to the shift to clean energy, to the integration of new digital technology...The prospects are enough to make anyone’s head spin. While keeping those physical lights shining for homes and businesses across the service area is the number one goal, energy leaders know that keeping the metaphorical lights on at the utility is just as important and complex as utility customer communications management. They have to ensure that all customer interactions occur smoothly, accurately, and in a timely manner.

How Are Utilities Currently Delivering Various Customer Communications?

Despite many pockets of the utility customer base still clinging to the paper billing process they’re so comfortable with, many trends are moving them even more swiftly towards paperless solutions

After more than a year of lockdowns and limited physical contact, use of digital channels across industries has escalated to an all-time high. Therefore, it’s no surprise that we’ve seen an immense increase in consumer demand for digital engagement with their utility.

No doubt that 2020 will be a year none of us will forget soon. The uncertainty brought on by COVID-19 and the ways in which it altered everyone’s daily lives, profoundly changed how we think about even the most mundane of tasks and especially how businesses perform their operations.

The past year and a half have presented utility customers with unprecedented challenges due to COVID-19. Economic turmoil led to bills remaining unpaid, utilities ceasing shutoffs, and more.