Actionable insights to help you deliver a strategic, cohesive omnichannel experience.
Customers are experiencing your service and brand across numerous digital channels—they’re using your website, self-service app, and interactive voice response system (IVR) and they want to interact with your utility via their mobile devices and on social media. Without a plan, all of these touchpoints will be perceived as disjointed and, ultimately, incapable of delivering a holistic customer experience. You need a strategy to properly design, build, and deliver robust and user-friendly digital experiences.
E Source Omnichannel Strategy Development blends expertise in customer experience, usability, and digital channels to support your customer engagement efforts. We’ve gathered data from years of industry-leading utility website and IVR market research and benchmarking studies—along with mobile and social media best practices—and we’ll put that knowledge to work for you.
With our unique consulting offering, you can:
- Deliver a unified customer experience that includes all of your contact channels
- Enhance customer engagement by delivering a consistently excellent customer experience
- Reduce channel-switching by providing the service customers expect via their channel of choice
- Build a solid foundation for technology enhancements that delivers on customer expectations
What You Get
Our highly skilled and experienced consulting team will create a customized solution to meet the specific needs of your utility. It may include:
- An assessment of the state of your current digital portfolio
- Interviews with key stakeholders at your utility
- A full inventory of all your customer channels and touchpoints
- Research on the channel preferences of your customers
- A technology plan and road map
- A three-to-five-year project plan with major milestones and deliverables
- Business case development for the digital initiatives that make sense for your utility
Schedule a 15-minute call with an E Source consulting specialist to discuss how we can support your current initiatives.