Customer Experience Solutions for Utilities
Today, it’s not enough for utilities to provide uninterrupted service; you must deliver a seamless customer experience.
Drive customer understanding and action
A comprehensive print and digital communications strategy for utility providers
Today, it’s not enough for Utilities to provide uninterrupted service – you must deliver a seamless customer experience. Customers expect messages that are not only tailored to them, but also to the devices they use. However, with billing statements and messages going out across various channels, how can you deliver the right information to the right customer at the right time?
Deliver timely, proactive communication across channels
Proactively communicating important information to customers, such as billing notifications, outage updates, service alerts, and energy-saving tips, is the difference maker in driving customer engagement. Using various channels to send timely messages allows customers to stay informed on how to take necessary actions. CSG’s print and digital capabilities ensure that customer interactions across various channels are connected and seamless. Integration between channels allows customers to switch between channels effortlessly while receiving consistent, personalized support.
Drive engagement with personalization and contextualization
Leverage customer data to personalize communication across channels. By understanding customers' preferences, usage patterns, and past interactions, it becomes easier to send messages and offers to individual needs. Additionally, contextual information, such as billing history or outage updates specific to a customer's location, can be provided to enhance relevance and engagement.
Make self-service payment easier
Offering self-service options empowers customers to access information and perform common tasks on their own. This enables customers to check their usage, pay bills, report issues, and manage their accounts at their convenience. CSG’s 40+ years of expertise in billing helps clients speed up time to payment through omni-channel payment solutions.
Reliable print and mail at scale
Even with the rise of digital, consumers still pay attention to print with printed documents staying in the home for 17 days. CSG’s reliable print and mail solutions operate at scale with best-in-class capabilities. Investing an average of 14 to 16% in R&D every year, our state-of-the-art print facilities are fully self-sufficient and deliver unmatched speed, efficiency, and production quality.
Maximize effectiveness. Minimize costs.
Our proven business continuity plan (BCP), ease of onboarding, and fast implementation process deliver a frictionless customer experience.
Check out some of our customer success stories:
USPS promotions
One client who mails 14 million pieces per month generated over $500,000 in postage savings over a six-month campaign.
Postcard design
ADT saw a 22 percent increase in customer response rate within 10 days of sending postcards as a follow up to a digital campaign.
Bill redesign
ADT saw a 20% reduction in call volume when they redesigned their bill with CSG Experiences Practice.
Personalized ad pages
Tier 1 Cable Operator tripled their sales through personalization ad pages promoting its mobile brand.
Long-standing customer satisfaction
CSG services many long-term customers with partnerships lasting 20+ years.
Industry certifications and affiliations
SOX, SOC 1, SOC 2 compliant
PCI-DSS certified
ISO 27001 Certified
Major Mailers Association (MMA) Executive Board Member
Association for Mail Electronic Enhancement (AMEE) Executive Board Member
National Postal Policy Council (NPPC) Member
PostCom Member
Mailer’s Technical Advisory Committee (MTAC) Stakeholder Association Representative
Sustainable Forestry Initiative
Production facilities
Florida: 509 Commerce Boulevard, Crawfordville, FL 32327
Nebraska: 14301 Chandler Road, Omaha, NE 68138
Texas: 2121 Providence Dr., Suite 151, Fort Worth, Texas 76106
Ready to learn more?
Connect with us to learn more about CSG solutions for utility providers.
Related resources
ADT Builds a Better Bill with the CSG Experiences Practice
York Water Modernizes Monthly Bills
