Communication Technology, Customer Service, News

Knoxville Utilities Board seeks to improve customer experience with new CCM

Customer Satisfaction Smileys

This week, Quadient announced that Knoxville Utilities Board (KUB) will begin using its customer communications management (CCM) solution for a redesign of KUB monthly utility bills. This shift will make the customer experience clearer and easier to understand, according to Quadient.

KUB recognizes the utility bill is the sole touchpoint utilities have with many of its customers. As a result, KUB issued a request for proposals to customer communications vendors, listing the features it sought, including graphical capabilities, the ability for business users at KUB to add messaging that changes from month to month and multi-channel delivery capability. The Quadient Inspire platform fulfilled all the requirements.

This technology allows KUB to automate and consolidate its bill and letter creation processes on a single platform and add and change messaging easily without IT staff. The redesigned bill now includes information such as average weather temperatures over the month, the number of days in the billing cycle and a comparison of a customer’s energy usage from the previous month. Quadient Inspire also allows KUB to issue messages to customers immediately.

The software also allows enhanced omni-channel communication via email and SMS text notifications with images from the bill in the future, further improving the customer experience.

Tiffany Martin, director of customer experience at KUB, said, “Communication is extremely important to KUB. With a utility, often customers don’t have a choice of providers, so our job is to make sure that customers feel informed and empowered and have as much information as possible.”

KUB is the largest provider of gas, electric, water and wastewater services for Knox County, TN and seven adjacent counties, with 468,000 customers in this area.