An overwhelming majority of utility executives say raising customer satisfaction is their number one customer service goal.
In 2016, that means delivering digital service that’s easy and empowering. Which is why Opower works with utilities to bring insight to every customer touchpoint — from email and SMS to web and the call center. To get a quick overview of how our customer engagement platform works, check out the video below:
All of our technology runs on utility customer data, which moves through three layers:
More than 95% of utility executives say there’s a gap between the customer capabilities they have and the ones they need. Opower exists to close that gap — and help utilities transform every touchpoint.
- Data integration. Every year, our platform ingests more than 100 billion meter reads from homes and businesses. This stream energy customer data — the largest on earth — gets cleaned and validated against more than 450 automated checks. Then we combine it with other data feeds, like billing information and weather data, to create a unified customer record.
- Analytics. Next, our analytics engine turns raw data into actionable insights. Machine learning algorithms reveal hidden energy patterns, predict call center volume, disaggregate energy usage, generate neighbor comparisons, and surface the information that matters — for customers and program managers alike.
- Personalization. Industry-leading segmentation and business intelligence tools make it easy to target communications across more than 100 variables. Automated alerts show customers valuable information when it matters most — during peak hours, or before high bills. And batch messaging lets program managers deliver personalized insights to millions of customers, driving massive energy savings and customer satisfaction.