Agentis works with energy providers across North America to create technology products that remove friction from the utility/customer relationship. By leveraging advanced data science, design thinking, and extensive voice-of-customer research, Agentis delivers industry-leading products that reduce a utility’s cost-to-serve their business accounts. Agentis tools drive digital self-service, empower call center staff to more effectively resolve customer complaints, and streamline the work of key account managers and field service teams, drastically reducing the time it takes to complete site audits or develop custom energy reports.
Agentis For Digital Self-Service
Energy providers often focus their customer experience initiatives on the residential segment. As a result, the majority of business accounts (those that don't have a dedicated account manager) have little-to-no-contact with the utility until an issue presents itself. And since the usage profiles for business accounts are generally much more complex than their residential counterparts, the problems that they experience are often much more difficult for the utility to resolve—making business customers more expensive to service.
To solve this problem, Agentis has created industry-leading technology products that proactively engage non-residential accounts, driving them toward low-cost self-service options, or preempting issues altogether by answering customer questions before they’re asked.
For SMB accounts, Agentis has developed the market leading “Business Energy Report” outbound communication product. This technology platform leverages meter data, advanced segmentation, and state-of-the-art data analytics to create meaningful energy reports that proactively answer customer questions. BERs, for example, help SMB accounts understand why their bill is higher or lower for a given time period, they show the client how their energy usage has trended over time, and they suggest ways to reduce the overall cost of energy. By proactively delivering this information to SMB customers with “simple” energy needs, Agentis can reduce the number of SMB accounts that call the support hotline, reducing overall CSR load and adding buoyancy to your bottom line.
For large, complex accounts, Agentis deploys the only digital energy analytics portal specifically crafted to serve the needs of businesses. The Customer Engagement Portal displays personalized energy information that enables advanced users to manipulate energy data visualizations, generate custom reports, spot anomalies, and even identify optimal rate structures. By enabling building engineers, professional energy managers, and other technically-savvy users, Agentis technology reduces the need for large accounts to ask their utility for specific assistance.
Agentis for Call Center Efficiency
Business customers will eventually need to contact their utility to resolve issues. However, few utilities have adequately armed those call center representatives (CSRs) with technology that helps them do their job more effectively. In fact, the majority of energy providers we’ve spoken with have no tools specifically designed to solve issues for business customers, despite many of these utility’s having dedicated call center staff who exclusively work with business accounts.
The Agentis Advisor Portal product was developed in conjunction with real utility personal and continues to be influenced by feedback from CSRs across North America. Because of our advanced customer analytics engine, The Advisor Portal is now the most trusted CSR support tool on the market, delivering massive reductions in time-on-call, increasing the rate of first call resolutions, and preventing costly escalations to higherlevel support centers. Third-party research has repeatedly shown that the largest impact on "first call resolution" occurs when call center staff are enabled with customer analytics.
Essentially, the Advisor portal functions as a triage tool for your CSR staff, leveraging client meter data and Agentis’ advanced analytics to display accurate information about usage, demand, load duration, and more. Plus, the Advisor Portal comes with the industry’s most comprehensive business account survey, a set of questions that cover every aspect of a client’s energy profile, from lighting features, to building type, to occupancy times.
Typically, a CSR would remain logged into the Agentis Advisor Portal throughout their shift, either via a stand-alone web portal, or via a widget displayed in their CRM or CIS system. When the CSR receives an inbound customer call, they can quickly locate the client account record and view all relevant energy information, past interactions, and previously completed projects (such as lighting upgrades, for example) within seconds. The flexibility and speed of the Agentis Advisor Portal makes the life of a CSR easier, and reduces the time it takes to resolve inbound calls.
Agentis For Field Staff Enablement
The final way that Agentis reduces the cost-to-serve for our utility partners deals primarily with empowering key account managers, the front line utility personal who manage large and complex customers. Through our extensive voice-of-customer research and after conducting countless ride-alongs with real utility field staff, we determined two key areas that reduce operational efficiency and drive up costs.
First, the vast majority of key account staff take notes on pen and paper during site visits, those individuals then re-transcribe their notes (or in some cases don’t) into the utility CRM when they are back at the office. This process leads to information gaps, lost knowledge, and wasted time.
Second, post-visit, most of the key account managers craft bespoke reports for the client that summarize equipment, recommendations, and other relevant notes. These reports are an excellent communication tool, but, due to the ad-hoc nature of their creation, they lack consistency, take hours to generate, and often have the visual appeal you’d expect from something drafted by an engineer.
The typical process for creating an ad-hoc energy report involves multiple utility systems, pen and paper, spreadsheets, and word processors.
The typical process for creating an ad-hoc energy report involves multiple utility systems, pen and paper, spreadsheets and word processors.
To streamline this process, Agentis has developed a suite of tools bundled into the Advisor Portal product, critically, these tools include a dedicated mobile application for field site visits, and a drag-and-drop report builder function.
The Key Account Mobile Application, effectively replaces the pen and paper approach most field reps rely on, instead directing them to instantly capture notes, pictures, and files that can be directly uploaded to the utility CRM, right from their phone. The easy-to-use App saves key account reps countless hours and improves the quality of site-visit notes.
The Report Builder function also streamlines work that is being inefficiently preformed today. With this tool utility staff can create professionally branded, consistent, and powerful reports in a matter of seconds, not hours.