Building Connected Utility, Customer, and Agent Experiences with SmartCRM

Powered by AI

Redefining Utility Operations and Improving Customer Service

With End-to-End, Integrated AI-Powered Digital Platform

Elevate your customer service experience and delivery with SEW's SmartCRM, designed to enhance the way energy, water, and gas providers connect with their customers. Our SmartCRM offers a preconfigured, vertical-specific solution with a wide range of customizable functionalities and a scalable system landscape. Seamlessly integrated with leading systems such as Salesforce, Microsoft Dynamics 365, and SAP C4C, the AI platform provides a robust foundation for building deeper, more meaningful relationships.

With SEW’s SmartCRM, utilities can gain powerful insights, streamline operations, and reduce cost-to-serve. The platform's advanced AI capabilities enable you to deliver superior customer experiences, drive digital self-service, and continuously optimize your engagement strategies. Experience the future of customer relationship management with SEW’s Smart CRM—where digital innovation meets industry expertise.

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What Makes SmartCRM Unique

End-to-End Case Management with Vertical-specific capabilities

Integrate all Customer Data into One Central Platform

Omnichannel Support across Text, IVR, Email, Push, Chatbot and Live Agents

Intelligent Marketing Automation & Customer Outreach

Pre-Integrated with Salesforce, Microsoft Dynamics 365, SAP C4C

Build Connected Digital Experiences across Customers, Workforce, Agents

Easily Adaptable & Scalable to Meet Industry Needs

Optimize Agent Experience and Customer Service

Unified Customer Experience

Empower Personalized Engagement and Seamless Service

Our AI-powered SmartCRM enhances the agent experience by providing a unified point of contact with a comprehensive 360-degree view of customer information. The platform equips customer service representatives (CSRs) with the necessary insights to deliver superior, personalized service. By integrating diverse data sources and employing intuitive dashboards, the platform streamlines customer service, allowing agents to make informed decisions and respond to customer needs accurately.

Access a 360-degree view of customer data, ensuring that agents have the complete information needed for superior service delivery

Connect various data sources to anticipate customer requirements and personalize service, delivering intelligent insights

Provide AI-powered dashboards to view comprehensive customer information, integrate digital field workforce management, and streamline case management

Offer tailored solutions and targeted marketing campaigns based on detailed customer data and historical interactions

Automate follow-ups and surveys, as well as routine tasks, to enhance efficiency and ensure consistent customer engagement

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Unified Agent Experience

Transform Agent Experience with Comprehensive 360-Degree Insights

Our platform leverages unified AI-powered analytics to deliver intuitive, insight-rich dashboards that empower utilities to track performance metrics, understand impact, and maximize the value of their data. By providing a comprehensive view of customer interactions and service performance, our platform supports informed decision-making, enhanced customer engagement, and efficient issue resolution.

Gain a 360-degree view of customer interactions in one consolidated dashboard through predictive analytics

Monitor customer service performance in real-time, track key metrics, and identify areas for improvement to drive continuous enhancement

Track and analyze customer behavior patterns across channels and touchpoints to tailor interactions

Segment customer groups effectively, deliver relevant marketing messages, and uncover upselling opportunities to boost engagement

Access historical data and past interactions to resolve issues more swiftly, leading to reduced handling times and improved service efficiency

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Unified AI-Powered Analytics

Harness Intelligent Insights for Data-Driven Success

The AI-led platform enhances unified operations by providing streamlined case management and real-time status tracking, empowering agents to respond promptly to customer requests and coordinate effectively with field workers. Our platform integrates customer data into a comprehensive view, optimizes field operations, and facilitates cross-functional collaboration, enabling businesses to manage and expand their operations efficiently while delivering exceptional service.

Store and manage all customer information in one place, offering a consolidated view of interactions, journeys, behavior, and history

Streamline service appointments, track field workers in real-time, and ensure a seamless connection between customers, agents, and the workforce

Enable different teams to access a unified customer profile and collaborate effectively to resolve queries and improve service delivery

Automate routine tasks to reduce manual efforts and streamline operations, enhancing efficiency and productivity

Adapt to evolving business needs with a platform designed to scale and expand services without significant disruptions

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Unified Operations

Streamlined Processes for Seamless and Connected Customer-Workforce Experiences

Our SmartCRM delivers a unified customer experience by leveraging real-time data to offer personalized service and proactive issue resolution. This approach not only enhances customer service but also promotes digital self-service. Our AI platform ensures that utilities can communicate effectively through preferred channels and engage customers with tailored interactions, making every touchpoint an opportunity for positive impact.

Offer personalized assistance and service delivery, elevating customer experience and satisfaction

Leverage omnichannel communication across Text, IVR, WhatsApp, email, Push notifications, chatbot and more for quick responses and real-time updates

Provide tailored interactions across different customer segments – residential, commercial, agency, builders, landlords or property managers

Analyze customer usage patterns to provide targeted energy-saving recommendations and support sustainability efforts

Enable ease of adoption with frictionless integrations into other customer applications

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Transforming Digital Customer Experience (CX) with the #1 Platform at a Leading Municipally-owned Gas Utility in the US

Read the Case Study

The SEW Advantage

Improved Customer Service

Deliver the Next Generation of Digital
Self-Service

Reduced Cost-to-Serve

Lower Turnaround Time of Customer Calls

Upsell and Cross-sell Opportunities

Integrated and Personalized Customer Communications

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FAQs

Vertical-specific AI refers to AI specifically trained on certain industry use cases (in this case, the utility industry) to provide highly specialized, context-aware insights and solutions tailored to address industry-specific challenges.

Customer Relationship Management (CRM) is a technology used to manage and analyze customer interactions and data throughout the customer lifecycle. For utilities, it means unifying customer service, assets, field workers, marketing campaigns, and more.

Customer-360 provides a comprehensive view of each customer by consolidating data from various sources into a single profile. This holistic perspective allows utilities to understand customer behavior, preferences, and interactions, enabling more personalized engagement.