Empower Low-Income and Vulnerable Communities with Right Assistance
Millions of individuals face difficulties paying their utility bills, making it crucial for utilities to effectively engage low and moderate-income (LMI) customers.
SEW's AI-powered SmartCX and SmartBX connected experience platform enables utilities to provide seamless, end-to-end support for LMI customers—whether through pledge assistance, usage tracking, utility account management, or financial aid—while offering customers payment flexibility across multiple channels. By using data-driven insights, the connected platform helps utilities better identify and understand the unique needs of LMI customers, overcoming barriers through personalized, multi-channel communication that encourages energy efficiency and helps customers reduce their energy costs, all while enhancing the overall customer experience.
Building Trust and Driving Cost Efficiency for LMI Customers
Provides Easy Access to Assistance Programs
Personalized energy insights, and seamless payment options to reduce costs and improve customer experience.
- Provides customers with easy access to financial assistance programs, payment arrangements, including online form completion and document submission.
- Helps customers monitor energy usage, receive high bill notifications, and automatically enroll in assistance programs.
- Breaks down energy consumption by appliance or usage type with energy disaggregation, offering detailed insights.
- Delivers personalized home energy reports to help customers understand and manage energy usage more effectively.
- Accelerates the assistance process with the agencies through digital engagement for faster support.
- Offers live chat, chatbots, and virtual assistants for immediate help and queries.
- Supports payments through multiple channels and payment arrangements
- Helps customers enroll in rebates and energy-saving assistance programs.
Streamlining the Utility Pledge Processes
Enables Smooth Collaboration with Agencies for Energy Pledges
Customer verification, and personalized outreach through SEW's digital platforms.
- Facilitates seamless fulfillment of energy pledges through partnerships with reliable agencies via the SEW SmartCX platform for agencies, ensuring efficient collaboration and delivery of energy assistance programs.
- Identifies agencies running assistance campaigns that meet customer needs, streamlining the assistance process including application and documentation process.
- Conducts form background checks and verifications to ensure only credible LMI customers are registered with assigned third-party agencies.
- Creates individualized LMI customer profiles based on energy usage, residential information, and load type, enabling personalized outreach for better product adoption.
- Provides data-driven monthly bill summaries, bill projections, high usage alerts, and ESA program recommendations to help customers reduce bill shock, CSR reduce high bill calls, and overall manage energy consumption.
- Includes rate education to help customers determine if they are on the most optimal rate plan.
Ensuring Operational Excellence
Empowers Agents with Data-driven Tools
Proactive customer education, and customizable assistance programs for optimized service and revenue management.
- Empowers agent dashboards through SEW SmartBX platform with insights on customer purchasing power, energy-saving tips, and next best actions for personalized service.
- Equips CSRs with information on suitable rates, rebates, home audits, budget alerts, and language preferences to enhance customer support.
- Offers proactive communication to educate customers on energy-saving tips, helping reduce costs and improve efficiency.
- Customizes low-income assistance programs and rebates based on customer profiles and needs, while ensuring they are aligned with the utility's brand guidelines and seamlessly delivered through the SmartBX platform, adhering to regulatory requirements.
- Enhances payment and revenue management by offering customer’s multiple payment options, automating payment schedules, and providing insights for optimizing revenue collection.
SEW's Vertical-Specific, AI-Powered SmartCX Platform for Agencies
For Agencies Working Directly with LMI Customers
SEW SmartCX streamlines the application process, manages financial support, and bridges service gaps to enhance customer assistance.
- Efficient Pledge Management
- Intuitive Eligibility Verification
- Streamlined User Access Control
- Comprehensive Pledge Tracking
- Promotion of Assistance Programs
- Ensured Compliance
- Documentation and Record keeping
Exclusive Case Study
Download the case study to discover how SEW’s digital CX platform transformed a natural gas utility's ESA Program
Read the Case Study
The Utility Advantages
Provides 24/7 real-time, accurate information on utility customers, expediting eligibility determination and timely support.
Streamlines account verification, assistance pledges, and payment processing to reduce inefficiencies, delays, and errors.
Ensures privacy regulations are met, safeguarding sensitive information and simplifying data handling.
Provides visibility into customer energy consumption, helping them manage costs and avoid high bill issues.
With targeted outreach and alerts, SEW digital CX platform helps utilities maximize LMI customer participation in the utility programs
Improved payment collections and stability by offering flexible payment arrangements
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