Competition — a comparatively new word in the utilities industry — has brought with it a new set of customer dynamics. Incompatible legacy systems, isolated pockets of customer information and different lines of business have hampered efficiency. Utilities the world over are looking to technology for solutions to their customer communications problems, their capacity to respond to changing governmental regulations and their ability to cut costs.

Goals
By connecting stand-alone legacy systems and processes to customers and employees, progressive utility firms seek to make the transition to a newly competitive marketplace. The consistent delivery of on demand customer communications through multiple print and electronic channels enables the firm to streamline previously unrelated marketing, billing and delivery functions, regardless of the complexities involved. Objectives include better customer service, lower costs and enhanced profitability.

Situation
Utilities are developing distinctive brand identities to establish long-term customer relationships, reduce customer turnover and increase profits. Communicating the brand attributes most appropriate to individual customer demographics is essential to building the brand. A major component of that task is delivering consistent personalized messages to customers across all communications channels.

Solution
Create on demand personalized content in a variety of business critical customer communications by accessing data from a variety of sources running in mainframe or distributed system environments. The feature rich Napersoft customer communications management solutions enable the organization to create on demand personalized content, provide Web fulfillment and facilitate self-service account management.