{"id":557,"date":"2022-02-15T15:38:00","date_gmt":"2023-10-18T15:38:58","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=557"},"modified":"2023-10-18T17:35:26","modified_gmt":"2023-10-18T17:35:26","slug":"technology-energy-utilities-customer-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/technology-energy-utilities-customer-experience\/","title":{"rendered":"How Technology Can Help Energy & Utility Companies Adapt To New Customer Expectations"},"content":{"rendered":"\n

Energy and utility companies make contingency plans. They prepare for everything from natural disasters to terrorist attacks. But what happens when catastrophes converge, like when 2020\u2019s pandemic met severe hurricanes and wildfires?<\/p>\n

Digitized energy and utility companies outshine<\/a> those that have yet to embrace technology to integrate their legacy systems. Older technology systems lack flexibility and can\u2019t deliver the experiences customers expect. They want personalized interactions and efficient customer service like they get from Uber and Amazon. Customers need the ability to report outages and issues to a service agent and get support or have a field technician fix the problem remotely. In-person service calls should be scheduled only when the problem calls for it.<\/p>\n

Especially in times of crisis, customer experience is still a key differentiator. Eighty percent<\/a> of customers say the experience a company provides is as important<\/b> as its products and services. Customers have said they want support on every channel, immediate responses, and the ability to see all activities, accounts, and personalized recommendations.<\/p>\n

As more severe weather occurs as a result of climate change<\/a> and other unforeseen challenges test our population, rapid digitalization is a must. With the right technology and partners, energy and utility companies can:<\/p>\n