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.
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.
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.
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:
Customers are influencing power and utility company strategy as much as government and regulators (83% vs 84%)
[ 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.
[ Deloitte - Utility 2.0, 2017 ]
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.
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.
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.
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.
Let us know in what way we can simplify your life, and our responsible colleague will contact you