Industries
Public utilities

Digital revolution in the energy sector

The increasing presence of renewable energy resources, distributed generation and smart grids stimulate the development of new business models and regulatory frameworks in the energy industry. The amount of data collected is exponentially increasing day by day. The battle for customers is gradually moving to online channels. The "Internet of Things" (IoT) inspires the development of entirely new products, while the players of the digital economy rearrange the market. These transformations are like a double-edged sword: on one hand, they carry the inherent risk of being exposed to technology, but on the other hand, they offer attractive opportunities for companies in the energy industry.

Technology, that rearranges the market

64% of executives believe that a sudden change in the technology of production / service is one of the most disruptive factors determining their market position (PwC’s Chief Executive Survey, 2018). Anyone who cannot keep up will be left behind.
Digital transformation also affects the performance of the power and utility sector. Exploiting new technologies can have an impact on their market position, internal operations, and optimal use of their customers' data.

Innodox's solutions help to ensure efficient operation and seamless customer service.
With 20 years of experience in the energy sector, we are a market leader in delivering customer communication and enterprise content management solutions in certain countries. Every month, millions of households receive several documents from our public utility customers, the generation of which we have contributed.

Our References

How “smart” are the services of public utility providers today?

For some time, communication between energy providers and their customers have already been conducted on multiple channels– smartphone, email, website, mail – due to its obvious benefits: lower costs and greater convenience. However, the automated administration that can be managed through the digital channels is mostly limited to a few tasks, such as reading meters, checking payment balances, settling invoices. Online tracking of requests related to technical administration or receiving notifications on the status of a request, etc. are not the typical practice yet.
With the growing penetration of "intelligent energy" and "smart homes", the range of possible interfaces through which a public utility provider can contact its customers or potential customers is widening. In order to provide a comfortable, secure and sustainable service, it is indispensable to automate processes at a higher level. Among others, this is where Innodox's solutions can provide effective help by enabling customers’ integration into the administration process.

On the way to digital transformation

Digital transformation is a never-ending journey that aims to enable the organization
to maximize the potential of new technologies in order to meet the evolving consumer needs. Innodox's solutions help this journey along the entire document life cycle:


Mailroom Services

Simplifying the entry and distribution of incoming emails or requests customer needs can be quickly routed to the manager responsible.


Support for Customer Services

Incoming requests can be easily and quickly answered, partly automated or interactively, due to our solutions to support customer services.


Case Management

Our case management solutions provide a complete view of information that managers need to accomplish work and support better decision-making.


Customer Communication

Outbound customer communication is simplified by using data stored in source systems and by the rules that can be easily configured by business managers.


Archive

Our enterprise content management solutions create the foundations for universal data handling, providing knowledge base for sophisticated customer communication.


Output Management

With our solutions for mass customization of outbound communication, not only content but also the channel preference of customers is taken into account.


Did you know?

Customers are influencing power and utility company strategy as much as government and regulators (83% vs 84%).
[Source: PwC - Annual Global CEO Survey, Power & Utility Industry Findings, 2016]
Commercial customers use a variety of communications platforms to contact their public service providers. Beyond the phone and the website (50%), more than 30% use mobile applications, SMS messages and web chat.
[Source: Deloitte - Utility 2.0, 2017]

Smart Innodox solutions for utility service providers beyond output management

The massive amount of customer requests and the related document / content management – routing of inbound mails, processing, archiving and data handling - that is typical for public utilities, can be made simplified by Innodox solutions.

Case management

Our solutions provide a 360 ° view of inquiries, their processing status and the entire correspondence history related to specific customers. This way, managing requests can be partly or entirely automated resulting in a significant decrease of operating costs.

  • A complete view of customers is the basis for more sophisticated customer segmentation leading to higher customer experience.
  • "Smart" transaction processing helps to reduce the costs of customer services.
  • Integrating portal solutions will further speed up processes and increases customer satisfaction.

Automation of energy distributors’ technical workflows

Technical service requests of utility distributors can be integrated into activities managed online by customers. It will further reduce the number of manual or paper-based administration - both for commercial and residential customers. The process of ordering can decrease from a few days to a few minutes while relieving customer service.
• Automated request and forwarding of data significantly reduces the processing time.
• Allows customers to track their status, set up alerts resulting in improved customer experience.
• Generating automated contracts, announcements, and other document types will result in a more efficient administration with less expenditure.

Audit-ready information management and archiving

All the elements of enterprise content and document management - from incoming mail to (semi) automatic document creation, distribution and long-term archiving can be validated and monitored in compliance with internal rules and legal regulations.
• Intelligent processing and distribution of incoming digitized or electronic content will enable faster access of information for business users.
• Easy creation of document templates by business users with data from the source systems, while controlling content to ensure compliance and brand consistency.
• Customized customer communication with the use of all customer related information without depending on either internal or third-party systems.

Our related solutions