Complaint management software for utilities

UsefulFeedback’s complaint management software for Utilities enables you to effectively manage complaints in an increasingly sensitive climate, where regulators are increasingly watching over complaint handling.

An easy to use, cost effective and intuitive system, UsefulFeedback, complaints and feedback management for utilities, is built around the complaint management and regulatory needs of utility companies making it easy to capture manage, track and report on complaints and feedback regardless of where and how a consumer contacts your organisation.

The utilities sector is undergoing a lot of change, with the regulators’ spotlight firmly on the consumer. Protecting consumers when things go wrong is of paramount importance to government and regulators for both the energy and water marketplaces.

But beyond the regulatory environment, utility supply organisations are looking to minimise their cost to serve while simultaneously looking to improve customer relations. Not an easy task! But the real value of complaints lies in the ability to interrogate the data and pinpoint the real source and cause of dissatisfaction; to identify where and what changes will have the biggest impact and prevent the issues reoccurring.

UsefulFeedback for public utilities is an application that delivers just this. It is a robust system that is built on the regulatory and commercial needs of utility companies. Seamlessly fitting into the existing infrastructure, it can be easily integrated with core processes and systems such as billing and will deliver:

• Multi-channel access providing first contact complaint and feedback capture and resolution for the efficient management of complaints and feedback across all channels
• Effective root cause analysis of the data to highlight where product, process or service improvements can be made
• Evidential information to prove adherence to industry specific complaint regulations

UsefulFeedback for public utilities can help to improve customer service levels and drive down the cost to serve, so contact us today and we can have you switched on to complaints in no time.

Core functionality

• Enterprise-wide – rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes – dramatically reducing training needs
• Online contact forms – allowing customers to quickly and simply report issues from your website
• Social media interaction – assess, analyse and respond where necessary to customer comments found across a variety of social media sites
• Easy to use contact management interface – giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
• Automated case assignment – customer cases are automatically routed to relevant team for prompt handling and resolution
• Intelligent workflow – prompting case handlers to carry out the right action at the right time
• Multi-lingual correspondence templates – giving case handlers the ability to correspond by email or by letter in the customer’s own language
• Root cause analysis – comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes
• Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues

Current available configurations

• Energy (electricity and/or gas)
• England and Wales – Water
• Scotland – Water

Click here to book a demo of UsefulFeedback’s complaint management software for utilities