Succeed with a phased CCM strategy
Utilities need to move from a provider of non-discretionary services model to a customer-focused service model. This transformation – from a product-focused mindset to a customer-focused attitude – requires building and nurturing customer relationships.
And relationships are built on communication.
At SourceLink, we draw from our experience with retail banks and retailers to put this customer-centric model to work. Of course, from the utility company’s point of view, all this isn’t as simple as just flipping a light switch or setting a thermostat.
At SourceLink, that’s the reason why we nearly always recommend and execute phased CCM strategies:
For a utility company to offer clear, easy-to-understand, timely and relevant communications, access to robust customer data is critical. A rich combination of demographic and transactional information is an absolute must. In other words: the customer’s voice hides in your customer data. Often locked away in legacy/OSS systems, valuable customer data is enmeshed in a spidery web of business processes. Not only is accessing this data challenging, but knowing how to translate the data into a profitable communication strategy can be an equally intimidating task.
That’s why it’s smart to use the SourceLink three-phase approach for effective customer communication management.