Gone are the days when utility consumers were seen merely as account numbers or “ratepayers”. Utilities need to shift from a reactive way of working to a more forward-thinking, interactive customer engagement. This document explains how utilities can extend their customer experience beyond call centers, where even field workers can create meaningful brand resonance, build customer loyalty, and deliver business outcomes.

In the utility field services, mistakes can be the difference between excellent customer experience and customer disgruntlement. One of these ‘mistakes’ that affects customer satisfaction is the inability to resolve service requests on the first fix.

Download the document to explore why modernizing utility field workforce services is essential, how utilities can significantly improve first-time fixes and the emerging technologies that can help create massive benefits for business and customer experience.