Customers expect to engage with their providers in novel ways. They demand convenience, savings, greater control, and simplicity – the kind of experiences they have come to expect from Amazon, and Uber & alike. And hence, utility providers need to ensure customers have a true end-to-end platform experience, the means to find actionable insights and drive agile, scalable & flexible customer experiences.
One such established utility was seeking the same and nothing less; to lay a new foundation for establishing effective customer engagement for its millions of customers. A 103-year-old leading power and natural gas provider spread across 35 locations in India, was committed to embarking on its digital transformation journey to meet the demands of modern Indian customers, deepen customer relationships, and provide flexible services to end-users.
Learn how the utility implemented a one-stop solution that re-oriented its operations and set up an ecosystem where it’s 1 crore+ customers are happy and engaged.
Download the case study and find out how with SEW #1 Digital CX Platform the provider was able to:
- Provide the convenience of ‘One Portal’ for the entire customer base -Deliver hyper
- personalized to customers which became a crucial innovation
- Improve customer self-service with a digital-first strategy