Customer Service Key To Improved
Business Relationships

In the past, taking trouble calls and collecting bills were the prime services a utility offered to its customers. Today, with regionalization and privatization, deregulation, and higher customer service expectations, utilities are scrambling to rise to meet these challenges through improved customer relationships and enhanced customer options. The traditional tool used to build customer relationships is the customer information system (CIS). The CIS is used to track customer information, generate bills, issue service requests, and “manage” customer relationships by providing utility representatives information and insight about each customer’s individual needs and preferences.

Finding Solutions

With sound utility and customer service experience, EMA will effectively assist you by providing the business framework for all elements of your approach to customer service, including strategy, practices, and technology. A customer service strategy must articulate your customer service vision, values, and objectives. Ideally, this set of statements provides the standards against which the organization measures and monitors capital investment, policy, and procedures development, performance decisions, and technology choices.