“With so many industry advances underway and consumers becoming more actively engaged in managing their energy consumption, it’s a real challenge to keep up with the changing customer service demands,” said Randy Saunders, Cincom’s CEM Program Director. “Fortunately most retailers are making this a top priority and nearly half are planning major upgrades of their ERP systems within the next 12 months.”
The report, “Market Trends: Customer Experiences in Energy & Utilities Organizations, 2013”, surveyed energy and utility retailers and consumers across the nation, and the findings show that customer experience remains a critical priority. As consumers require a deeper level of assistance, energy and utility companies are continually challenged to deliver better customer satisfaction and loyalty. For 57.7% of retailers, technology issues were considered to be the biggest obstacle in delivering consistent customer experiences. Ease-of-use of their current systems (15.4%), integration with back-end systems (26.9%) and the features and functionality of their current systems (15.4%) were also issues.
About Cincom Synchrony
Validated in IBM’s Solution Architecture for Energy and Utilities Framework (SAFE), Cincom Synchrony simplifies the complexities of today’s contact center to enhance the customer’s experience while optimizing agent and operational efficiency. By uniting multiple applications, systems and resources into an intelligent agent desktop, along with multi-channel interaction management, Synchrony provides a high-value, low-cost contact center solution for inbound and outbound environments.