Go Beyond Manual Processes: Salesforce AppExchange Empowers Efficient Customer Management for Utilities

Challenge:

Streamlining Utility Operations in a Digital Landscape

Utility companies face a unique set of challenges in managing customer relationships. Traditional, manual processes can be cumbersome and inefficient, hindering customer satisfaction and operational effectiveness.

Solution:

Pre-built Utility Solution on Salesforce AppExchange

Tekgeminus leverages the power of the Salesforce AppExchange to empower utility companies with a pre-built suite of cloud-based applications specifically designed to streamline the entire utility rate lifecycle (Utility Solution). This comprehensive solution eliminates the need for custom development and empowers utilities to:

• Optimize Rate Management: Develop and implement new rates, engage customers for adoption, and operationalize them seamlessly within billing systems.
• Enhance Customer Engagement: Provide valuable energy usage insights and encourage customer adoption of new rates through effective communication channels.
• Streamlined Customer Operations: Manage customer interactions efficiently with functionalities like:
  • Self-Service Portal: Empower customers with self-registration, account management, and billing history access.
  • 360° Customer View: Equip agents with a comprehensive customer profile for informed decision-making.
  • Live Chat Support: Offer real-time support through a user-friendly chat interface.
  • Telephony Integration: Route calls efficiently based on agent availability and skillset using Salesforce CTI.
  • Detailed Interaction Tracking: Log all customer interactions, including chat conversations and call details, with comprehensive navigation history for improved service.
• Improved Agent Efficiency:
• Knowledge Center: Empower agents with readily available knowledge articles to:
  • Reduce Call Duration: Quickly access relevant information for faster issue resolution.
  • Enhance Customer Interactions: Utilize scripted talking points for clear and consistent communication.
• Work Queue Management: Prioritize and automatically assign work orders based on agent skills and availability.
• Automated Processes: Automate tasks like daily bill generation, correspondence dispatch, meter data intake, and work order allocation for improved efficiency.
• Integrated Case Management: Customers can easily raise and track service requests through the mobile and web app, receiving real-time updates at each stage of the case lifecycle.

Technology for a Connected Future

Tekgeminus leverages a robust technology stack to deliver a scalable and user-friendly solution:

• Salesforce Platform:
  • Sales Cloud: Manages customer data and account information.
  • Service Cloud: Streamlines service request management and case tracking.
  • Experience Cloud (formerly Community Cloud): Powers the self-service customer portal.
• Salesforce Lightning Tools: Customizes processes within the Utility Solution for a tailored fit.
• 3rd Party API Integrations: Integrates with various external systems seamlessly.
• Salesforce CTI: Enhances call center operations.
• Cloud-Based Infrastructure: Ensures scalability and accessibility.
• Development & Management:
  • Visual Studio streamlines application development.
  • SVN ensures code version control.
  • Jira facilitates defect management.
  • Postman is used for application testing and performance optimization.

Collaboration for Utility Success

By collaborating with leading utilities, Tekgeminus delivers pre-built AppExchange solutions that streamline operations, enhance customer engagement, and empower utilities to thrive in the digital age. This future-proof solution offers a cost-effective and efficient way to manage the utility rate lifecycle and deliver exceptional customer service.