PARSIPPANY, N.J., Sept. 25, 2013 /PRNewswire/ -- Improving customer relationships and fortifying brand reputations continue to be challenges for utilities as indicated by two surveys which report "communications" and "trust" scored near the bottom of categories consumers ranked in satisfaction. In response, Solix, Inc., a leading provider of eligibility determination, program management and customer care services and a sponsor of Chartwell's EMACS 2013, The Customer Experience Conference in Atlanta, has expanded its schedule of exclusive consultations with organizations attending the event October 8-11 at the Westin Peachtree Plaza Hotel.
The cost of poor customer relationships is significant and can negatively impact brand perception with multiple audiences beyond consumers including investors, regulatory agencies and the media. Utility and energy professionals meeting with Solix will receive a complimentary session focused on new insights on program efficiency drivers and customer communications programs based on best practices and success benchmarks from one of its premium offerings, Solix Connect. Organizations will also gain insight into strategies that enhance the overall customer experience and increase customer engagement including:
- Implementing a truly holistic end-to-end customer experience.
- Improving the complaint resolution process.
- Employing a multi-channel and interactive customer communication approach.
Solix has a record of success in helping energy and utility companies and related government agencies run more efficient programs, qualify applicants faster and more accurately, and enable more responsive customer communications. Whether the focus is on energy discount or rebate programs, weatherization assistance programs, outage notifications or other customer outreach needs, Solix Connect offers comprehensive US-based contact center solutions that answer the call for a higher-quality customer experience. Designed to deliver the personalization needed in today's market, Solix Connect's "boutique" approach rises above the competition and provides cost-efficiency and scalability.
Providing a positive consumer experience that establishes confidence for customers is essential in today's utility marketplace. Two studies this past summer indicate there is more work to be done for utilities to improve their relationships with consumers. In J.D. Power's 2013 Electric Utility Residential Customer Satisfaction Study, "communications" ranked near last in satisfaction scores for several categories that included power quality/reliability, price, and billing/payment. In Accenture's New Energy Consumer survey, which included responses from 21 countries including the United States, only 24% of respondents trusted their utility provider to inform them of cost-saving and energy optimization measures.
To schedule an appointment with Solix in Atlanta please visit http://www.solixinc.com/internet/EMACS-2013 or call 888-957-2764. To learn more about the collection of services Solix offers and how it can help your program, visit the Solix webpage or email us at [email protected].
Media Contact: Gene King
About Solix, Inc.
Solix, Inc. is a leading provider of eligibility determination, qualification program management and customer care services to government, telecommunications, broadband, utility and healthcare organizations. For over a decade, we've delivered smart, cost-effective, compliant outsourcing solutions that leverage our unique technologies and consultative expertise. Our customers benefit from faster, more accurate applicant qualification, increased program efficiency and improved customer communications. For more information, please visit www.solixinc.com
SOURCE Solix, Inc.