Utilities Customer Experience Management

Where Safety, Reliability, and Profitability Meet

It’s easy for consumers to take their utilities for granted. Flip a switch—the light goes on. Turn a knob—there’s heat to make dinner. But then one day, a storm causes extensive outages and damage to power lines or the economic environment means customers can’t afford to make a payment. In general, interactions with utility companies are few and far between; however, when they happen, they matter immensely.

Exceed Your Customers Expectations with Pearl-Plaza

At Pearl-Plaza, we help utility companies get things right at the moments that matter most to their customers. As more markets become deregulated, infrastructure ages and new energy sources emerge, our products and extensive expertise can be that differentiator you need to deliver a safe, reliable, and profitable experience for all.

An Infrastructure for the Modern Customer

Utility companies need a flexible, modern system designed to collect, gather, and analyze all forms of feedback from wherever they exist—providing both real-time recommendations and action planning as well as long-term trending and analysis. The XI Platform helps utilities measure experiences, track results over time, and uncover intelligence (e.g.., billing concerns or utility-related issues) needed to maintain high customer service standards.

Take Immediate Action on Pressing Issues

Using our alert-based case management solution, you can immediately learn from and take action on concerns and complaints coming into the call center, your website, or through social channels. Your team can apply the learning to increase the number of issues resolved on first contact, train employees on best practices, reduce call center operating costs, and make the changes necessary to deliver consistent high-quality experiences.

Tap Into the Power of Your Employees

In the Utility industry, employees are an important component of improving the customer experience. Our clients regularly use employee knowledge to supplement their customer data and to develop a more customer-centric culture. The XI Platform is used for capturing feedback from employees who directly interact with customers, and to gather intelligence about employees’ perceptions of their safety on the job, processes, and company culture.

Enhance Your Self-Service Experience

cx standards benchmark

Leverage our Pearl-Plaza CX Standards competitive benchmarking study to identify how your CX efforts compare to industry leaders.

Interested in learning more about the study?

1-800-530-4251

A member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another year.

Harvard Business Review