SAP has released SAP Multichannel Foundation for Utilities, which enables utilities to provide real-time, unified customer engagement through customer preferred channels.
SAP believes that a multichannel, self-service approach helps drive increased customer satisfaction, higher profit margins and lower average response times to customer requests. Businesses today can leverage upwards of five channels to proactively engage their customers, making multi-channel efforts the new norm.
With SAP Multichannel Foundation for Utilities, multiple departments —from sales and marketing to customer service — can use multi-channel and multi-touch interactions to address the most relevant customer needs, SAP said.
The real-time, unified customer engagement programs provides utilities with the tools to vastly improve the customer experience as well as reduce the costs associated traditional service channels.
SAP Multichannel Foundation for Utilities, along with the SAP Utilities Customer Engagement mobile app, facilitates utilities to deploy self-service apps in an affordable and scalable way.
SAP Utilities Customer Engagement has improved functionality to map areas suffering from power outages, explain what is causing the outage, show its impact and provide estimated restoration time.
Additionally, the mobile app now allows utilities’ customers to self-register, start and stop service, update account information, inquire about usage, pay bills, set up autopay, read meters, report outages and view outage information anywhere, at any time.
SAP Utilities Customer Engagement is currently available on iPhone iOS 5.0+ and Android 4.0+.