Go Beyond Single channels: Utility integrates IVR, mobile & web for an omni-channel experience.

Multi-Channel Customer Experience Integration

Tekgeminus partnered with an electric utility company to deliver a comprehensive omni-channel experience for their customers. React-powered self-service portal enhances customer experience (Serving 1.8 million customers). This modern approach has demonstrably improved the customer experience for a vast number of users. This project revamped Interactive Voice Response (IVR), mobile app, and web portal functionalities, along with the backend systems and infrastructure, to create a seamless experience across all touchpoints. 

Unified Channels, Empowered Customers

The project achieved the following key objectives: 

• Flawless Customer Experience: Created a unified platform that delivers a smooth and consistent experience for individual customers, regardless of their chosen channel (IVR, mobile app, or web). 
• Proactive Communication: Enabled proactive communication initiatives to keep customers informed. 
• Omnichannel Convenience: Empowered customers to manage their accounts and access services conveniently through any channel, at their own pace. 
• Social Responsibility Focus: Provided core functionalities to support new programs and solutions that benefit both the company’s Energy Assistance Services (ESS) and partner agencies focused on assisting underprivileged communities. 
• Improved Efficiency: Consolidated architecture, leveraged cloud capabilities, and implemented increased automation across various processes (testing, deployment, etc.) to reduce turnaround time for enhancements and production support. 
• Custom API Integration: Developed performant, lightweight custom C2M APIs to facilitate seamless data exchange between the channels and the backend systems for account management, billing, payments, service requests, and ESS/Agency interactions. 

Technology for a Unified Experience

Tekgeminus implemented a robust technology stack to ensure a feature-rich and scalable omni-channel solution: 

• Backend Platform: Oracle C2M as the core data management platform. 
• Cloud Infrastructure: Utilized a combination of Oracle Cloud Infrastructure (OCI) and Amazon Web Services (AWS) for scalability and flexibility. 
• Cloud Services: Oracle Visual Builder Cloud Service (VBCS) and Identity Cloud Service (IDCS) for efficient cloud-based development and secure access management. 
• Frontend Development: 
• Web Client: React framework for a dynamic and user-friendly web interface. 
• Mobile App (assumed): Likely developed using native or cross-platform mobile frameworks (not mentioned in the provided information). 
• Scripting: Perl and Shell scripting for various automation tasks. 
• Integrations: Seamless integration with external systems like payment gateways, energy trackers, email delivery services (Sendgrid), Order Management System (OMS), and C2M. 
• Development & Management: 
• Deployment: Jenkins for automated deployment pipelines. 
• Project Management: Jira for issue tracking and management, along with Xray for test management and Confluence for documentation. 
• Testing & Quality Assurance: 
• Automation Testing: Cypress for automated functional testing. 
• Security Testing: snyk for security vulnerability assessment. 
• Performance Testing: JMeter for performance optimization. 
• Incident Management: ServiceNow for managing service requests and incidents, alongside Jira for issue tracking. 

Collaboration for Customer Success

By collaborating with the electric utility company, Tekgeminus delivered a future-proof omni-channel solution that empowers customers, streamlines interactions, and supports social responsibility initiatives. This comprehensive platform provides a unified experience for customers, regardless of their preferred channel, and fosters stronger relationships between the company and the communities it serves.