Featured White Paper
Acts of Intelligence
Seven "best practices" for high-volume mailers to mitigate the impact of the proposed USPS® postal rate changes,save money and improve customer relations.
Featured Case Study
San Francisco Public Utilities Commission Delivers Easier-To-Read Bills, Enhanced Customer Service
Faced with a growing number of billing-related customer calls, San Francisco Public Utilities Commission (SFPUC) redesigns its bills and improves customer service with Group 1’s DOC1 and e2 solutions.
Challenges & Opportunities
In the new economy, customers come first.
The rate of change has accelerated in recent years due to deregulation, restructuring and new competition. Governments have privatized public electric, gas, water and sewer utilities, unleashing intense competition among service providers — free to compete for the first time across national and state boundaries, geographies and markets.
The result: a growing focus on customer relationships and customer satisfaction.
Today, in the midst of delivering basic services to consumers, utilities have had to invest in acquiring and keeping new customers, expanding capacity, and deploying new revenue-generating services, while relentlessly cutting costs to meet shareholder demands for higher profitability.
Delivering basic services in new ways.
- Mergers and acquisitions have forced utilities to overhaul their information systems to integrate multiple databases, lines of business, customer lists and service capabilities.
- New services must be rapidly deployed, creating the need for more effective cross-sell and up-sell vehicles.
- Complex billing systems must meet the demands of commercial customers: rapid reconciliation of multiple accounts, accurate accounting for different cost centers, more detailed usage reports.
- More personalized, targeted marketing initiatives are required to sell multiple services to commercial and industrial customers across geographies.
- New competitors and a more transient consumer are impacting retention rates, requiring faster and more automatic geographic tracking and account update capabilities than ever before.
These challenges demand underlying technology that supports a revolution in business processes, work flows, security, data integration and management, online account management and bill payment, and overall customer communication management.
Read about our practical solutions for utilities to learn how Pitney Bowes Group 1 solutions can help you connect with customers.