Provide a better customer experience through unified, personalized customer communications

Most utility companies struggle with a complex, aging IT infrastructure that is being pushed to do more than it was designed to do. Homegrown applications and legacy software that no one knows how to manage to add to the challenges.

But, to stay competitive and control costs, utility providers must be able to send monthly statements in the customer-preferred digital or print channel, as well as quickly notify customers about possible storm impacts, power outages and service restoration times.

Modernizing those systems and technologies is simple with OpenText Exstream. This market-leading customer engagement management software enables organizations to create better customer experiences through timely, highly personalized, and accurate communications for online and offline channels. Exstream offers flexible implementation options, including on-premises, hybrid, and cloud. Users can leverage existing templates, archived content, and customer data from core systems to create highly individualized, engaging customer communications across online and offline touchpoints.

Exstream easily integrates with existing IT systems, including SAP, through OpenText Document Presentment for SAP Solutions, which is based on a specially modified version of Exstream which seamlessly integrates with SAP IS-U and other SAP environments.

improve customer experience

They can deliver digital communications, not only for monthly statements but for communications, such as outage notifications, energy usage updates, and expected time to restore service, delivered in the customer’s preferred channel, including email or SMS. Customer communications are critical throughout the customer lifecycle and each one is an opportunity to reinforce or broaden the client relationship. One way to achieve this is to treat every customer as a known individual, online or offline.

Exstream leverages existing customer data from multiple sources and delivers to digital and print channels to ensure messages and offers are personalized and relevant to each individual’s profile and customer history. Statements are visually appealing and simplify complex information with features, such as data-driven charts and graphs, to display energy usage over time or compared to the previous year. This helps consumers better manage their energy consumption and costs because they can clearly understand statements and bills.

meet regulatory compliance requirements more easily

Utility companies can also easily manage variable content to guarantee they are complying with changing government regulations and privacy legislation. The compliance support capability verifies that appropriate content is automatically included in customer documents based on effective dates and jurisdictions.

Users can also generate all communications in the customer’s primary language to improve customer satisfaction and ensure compliance with varying state regulations regarding languages.

reduce operational costs and expensive contact center inquiries

Organizations also save costs in document development and production, reduced paper and postage costs, and faster processing time.

With Exstream, organizations can react to customer requests and get key messages to consumers quickly.

Users can easily add information about new programs, such as a voluntary, advanced meter program, demand conservation, or load balancing initiative to the “white space” in customer bills.

Exstream provides direct, hands-on capabilities for creating and launching rapid-response marketing campaigns and ongoing promotions. Users can link campaigns to auto¬matically send follow-up messages based on previous responses, lack of responses, effective dates, or a prioritization override and they can track all campaign activity with Exstream’s built-in knowledgebase, which integrates with customer databases.

Users can

Users can

users can:

• Use full color with additional visual cues to emphasize important information, such as amount and due date.

• Include graphs and charts, using a donut or circle graph to break down charges and distinct colors for the most recent months.

• Emphasize what most customers care about, such as "How much do I have to pay?" in a larger font/bolder color.

• Use a two-column layout for less wasted white space.

• Replace outdated OMR barcodes with a 2D data matrix for print room operations and to facilitate customers' scanning at kiosks for bill payments.

• Place urgent messages on the first page, additional messages based on customers' account type and condition, and additional messages at the end of a bill.
  

5 of the top 10 Fortune 500 energy companies use Exstream

Exstream extends organizational capabilities to include business user-driven content creation and modification, a premier batch engine, and the ability to ingest data in any format, greatly reducing document processing time.

The No. 1 customer communications management solution in market share and enterprise deployments, Exstream is part of the OpenText Experience Suite Platform, which includes solutions for digital asset management and web content management.

The Experience Suite Platform enables organizations to improve customer loyalty and create connected, engaging, personalized experiences that yield better, longer-lasting results related to customer lifetime value (CLV).

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VILT is a company specialized in information management, process optimization, and customer experience improvement (internal/external). We help companies become more operationally efficient through the adoption of digital solutions, full data integration, and advanced analytics.

With a +20-year partnership with OpenText, VILT's deep experience and expertise are recognized globally, with a client portfolio of over 400 organizations worldwide.

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