Tailored Customer and Client Management Solutions
Interactive Utility Communications provides focused, customized customer and client management solutions. We empower utilities to enhance their service offerings while ensuring no call goes unanswered.
We Provide
Outage, Service, and Emergency Support
Answering inbound calls for utilities is important to making sure everything runs smoothly. At Interactive Utility Communications, we provide seamless integration with your system so customers won’t even notice a difference. Choose between after-hours schedules and 24/7 coverage.
Disconnect/Reconnect Services (After Hours)
We support calls for outages, disconnects for non-payment, service issues of any type, and emergency support needs; answering, documenting, notifying, and providing full dispatch services as needed along the way. All utility channels are welcome—power, water, sewer, gas, public works, and city government.
Day Time Overflow (All Call Types)
Whether by percentage, time of day, or call type, we can help you peel off call volume as it comes in. Let us handle transaction calls so your staff can focus on the needs that require a staff representative’s expertise. Call partitioning is based on your telecom infrastructure.
Pre-Cut Notifications
We can send out pre-cut notifications via text, email, or call. We then provide residents with easy payment methods they can use from any device, creating a smooth, seamless past-due revenue stream for you and a friendlier relationship with your clients, while avoiding unnecessary costs.
Planned Outage Notifications
Provide a more transparent experience for your customers and let them know you’re thinking of them by giving them advanced notice of outages in their area. You’ll avoid multitudes of upset callers by keeping them informed of all the details ahead of time and keeping your phone lines free for other issues.
Outage Restoration Confirmation
Let all your clientele know when a restoration is in effect through mass messaging across text, email, and voice platforms. We can target select customers through data management to send notices only to specific areas, day or night, at specified frequencies.
SCADA Monitoring
Just provide us with the same notifications you receive, and we will act as the dispatcher when crews need to be deployed. We’ll also prepare contact center staff and alert executive staff when specific alert levels are reached, as an integral part of your control center operations.
Cost-Efficient Solutions
Interactive Utility Communications is also dedicated to helping you save time and money while enhancing your customer service. We are able to do this through:
Customer Self-Help
Our trained staff provides best-practice guidance, enabling customers to resolve non-emergency service issues independently and minimizing the need for costly crew dispatches.
- Faster Restoration: Issues are resolved more quickly.
- Cost Savings: Utilities avoid the expense of dispatching after-hours crews.
- Enhanced Experience: Customers enjoy a more efficient service process.
Prioritized Service Issues
We collaborate with each client to define priority levels for frequently requested service issues. These established priorities guide our dispatchers in either addressing immediate resolutions or submitting service requests.
- Strategic Support: Aligns with the utility’s emergency and non-emergency service response strategies.
- Reduced Costs: Lowers overtime expenses by minimizing non-emergency crew dispatches.
- Improved Response Times: Enhances the speed of emergency service responses.
Didn’t Find What You Were Looking For? Contact Us
If you didn’t find the information you were seeking, please reach out to us. Our team is ready to discuss your specific needs and determine how we can assist you or recommend a suitable alternative. We are continually exploring innovative solutions to address our clients’ utility requirements, and there’s a strong possibility that we have services that meet your and your customers’ needs. We hope to serve you soon!