CRM

Winning and retaining customers is an everyday challenge for energy retailers, especially new retailers looking for rapid growth to realise a return on their investment. And many utilities are now feeling the pressure of enhancing service levels while reducing the overall cost of managing their customer base. As a result, contact centre staff must be able to quickly action customer requests, address customer issues and offer appropriate and accurate information.

Gentrack Velocity's specialist CRM solution for energy and water utilities, offers a set of enhanced tools for customer care, prospecting, customer communications, complaint and documentation management, and analysing key campaign and customer service activities.

A utility no longer requires third party CRM applications. Gentrack Velocity is tightly integrated with Gentrack's powerful billing engine and revenue collections tools to enable utilities to adopt one application across the entire business saving on expensive licensing and  maintenance costs associated with hosting a multitude of applications. Gentrack Velocity offers a central console for managing all customer related activities, and uses "Best of Breed" capabilities to support customer prospecting and retention strategies. Working from an established prospect database held within Gentrack Velocity, utilities can effectively segment a prospect database based on predefined criteria and use proven workflow tools for telesales and campaigning activities.

Gentrack Velocity's CRM capabilities also offer a set of proven customer management tools, designed to enable utilities to communicate with customers, understand customer behaviours and manage customer service related workflows and tasks. Customer Service teams can rapidly deploy service resources in response to customers specific needs and requests and create multiple parallel and sequential tasks that can be individually monitored and escalated if not resolved within an appropriate timeframe.

CRM is a Gentrack Velocity module, please click here to view more information about the complete solution