Improving Utility Customers’ Satisfaction through Real-Time Data and Alerts - The MSR Group

With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers to customer-centric service providers.

Customer expectations for real time energy information from their utilities is driven by their interaction with customer-centric companies such as Amazon, Airbnb or Lyft. Implementation of real time technologies can boost the customer experience, resulting in a win for both the utility and the customer. The utility provides a seamless customer experience for the customer to access their data and the smooth customer experience leads to an engaged customer who is proactive with their energy management.

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