Customer Care: The New Reality is a Merged Reality

The global pandemic has forced many industries to transform at a faster pace than ever before. From virtual meetings and events, to remote working. Utilities are no exception. With new safety and health regulations in place to protect workers and communities, utilities must pivot to a new work model while maintaining services and keeping costs down. Merged reality, a mixing of real and virtual worlds, offers a compelling platform for customer and employee engagement.

Imagine if you could attend home visits virtually, guiding a customer through trouble-shooting procedures and other activities while in a separate location? A virtual tech site visit guarantees compliance with health guidelines, ensuring wellness protocols are not compromised. Customers will no longer be forced to wait until a technician can attend their location, instead appointments can be scheduled more quickly for faster resolution. Utilities will be able to reduce truck rolls and other hard costs associated with site visits, for greater efficiencies and a smaller carbon footprint.

Merged reality isn’t a glimpse into the future, it’s happening today. FortisBC is using this new technology to interact with customers virtually across its operation, and will discuss this fascinating technology and how it can transform your customer service model.

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The Clarion Energy Content Team is made up of editors from various publications, including POWERGRID International, Power Engineering, Renewable Energy World, Hydro Review, Smart Energy International, and Power Engineering International. Contact the content lead for this publication at

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