SAP AG introduced the SAP Utilities Customer Engagement mobile app, which offers customer service capabilities and allows utilities to improve relationships with customers while helping to reduce costs.
The announcement was made at CS Week, being held April 29 – May 3 in Tampa, Florida.
Utility customers demand more proactive engagement and better response times from their utilities, especially when dealing with storm outage restoration, service notification or information regarding changes to their bill resulting from their new smart meter.
SAP Utilities Customer Engagement gives customers the ability to manage all aspects of their account and view important information from their utility company on iOS and Android devices.
With the mobile app, utilities customers can manage payments and service requests, view account information including power consumption and compare usage over time. Customers can also get outage notifications and information on a map, report service problems, request service, receive important messages and get feedback from the utility. For example, SAP Utilities Customer Engagement can map areas suffering from power outages, explain what is causing the outage, show its impact and provide estimated restoration time.
Utilities companies can provide improved customer engagement, enhanced customer care and service and shortened billing and collection cycles, as well as have an improved understanding of the customer while reducing the cost of service.