How to Ensure Successful Utility Customer Communication in 2021

by | Jan 26, 2021

5 Ways Utility Providers Can Enhance CCM in 2021

The expectations of utility customers changed rapidly in 2020, both in terms of service continuity and communication during the crisis. Those expectations will continue to evolve in 2021.  

Which bears the question – what actions should utility providers take to address these new customer communications management (CCM) requirements? 

Here are 5 ways providers can step up and succeed with utility customer communications in 2021: 

1. Find CCM partners who know this space and can bolster communication strategies:   

To make the fastest impact, find partner organizations that specialize in customer communication management, and leverage their expertise and solutions to communicate optimally with your customers.  

Customer data can be hard to understand and keep accurate, so make sure you have the right team assembled for the job.  

2. Highlight cross-channel communication opportunities:  

Whether your organization will tackle these new communication channels alone or bring on expert CCM help, it is important to recognize that optimizing just one or two engagement channels is still likely to leave the bulk of your customers unsatisfied.  

Instead, find a way to meet your customers where they are (or want to be) via a multi-pronged communication approach across print and digital channels. 

3. Identify and maximize the benefits of new digital technologies:  

As a utility leader, you must remember that implementing modern technologies and tools is only half the battle. The other half is assisting customers to use them optimally.  

Identify how the digital tools you create can benefit not just your utility organization, but also the customer and highlight those benefits when talking to customers. 

4. Keep data security a top priority at the utility and with your communication partner:  

The quickest way to lose a customer’s trust is to be careless with their sensitive, personal data. Make sure data security is a top priority in any decision or consideration, including the choice of CCM partner.  

Finding the right communication partner who works with industry best practices in data security will be imperative as a first step.  

5. Eliminate friction in the customer journey:  

Even in 2021 and beyond, the customer remains king, and that also rings true in the utility industry. Your goal when designing the utility customer experience should be to remove friction from processes and communications, including receiving and paying bills. This may require a redesign of your bill to make it easier for customers to understand, and to ensure it is easily consumed by people with disabilities.  

The key to this step is asking customers what they need, what their frustrations are, and how you can best adjust your communications. 

It’s understandable that utilities have a lot on their plates, with all the various aspects of service generation, delivery, and customer service needs, but utility providers do not need to tackle these hurdles alone, especially when it comes to customer communication. 

Doxim’s CCM platform and communication experts can help you succeed with utility customer communications in 2021.  CONTACT US

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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