CRMutility

CRMutility has as its strengths:

• Improved Customer Experience, in that operators and service technicians are given a complete view of end customers, enabling the creation of personalized and targeted customer experiences, with the goal of establishing increasingly effective customer service;
• Customer loyalty;
  • through inbound techniques, CRM enables analysis for the creation of customizations dedicated to priority customer segments through the creation of dedicated offers linked to customer “sentiment”;
  • customer service side closely related to the customer management itself and the ability to monitor and resolve every report;
• Increased turnover, through integrated automation tools (management of potential customers, cross-selling actions, vertical marketing, …) that allow to improve the customer base and to spin off more turnover on them;
• Increased process efficiency, through the presented marketing and customer service modules effective automated processes are managed;
• Smart approach by integrating multiple entities allowing streamlined management of stakeholders and tight timelines by using pre-determined flows to define a package of processes.

The CS Module of CRM is designed and developed to meet the needs of Utilities.

At the center is the Client and the management of all practices related to them. The system consists of a simple interface capable of letting tellers and call center operators view all necessary data, passing all requests according to billing specifications, receiving results and outcomes in response from the MUBI management system, all in real time via dedicated web services.

The front office will be able to provide assistance and handle paperwork quickly and securely through features that follow an automated and well-defined flow.

The main features of the module:

• Gas paperwork entry (Plant verification, Work execution, Termination…);
• Entering Electricity practices (New plant quote, Termination, …);
• Input Self-readings reported directly by end customers;
• Changes or new legal data entry to the client;
• View and consult payment and outstanding status;
• Entry of new re-entry plans or bill collections;
• Ticketing management (discussed in depth below).

Through CRMutility, ticketing to the back-office can be managed in an integrated way:

the front-office enters a Ticket by selecting reference area and priority level, enriching the same with description/notes that can help the back-office in processing the activity;

the back-office, in addition to receiving notifications about the opening, will be able to view and operate on the entire list of tickets in the system directly from the MUBI platform: this list is broken down by area of responsibility and priority level, but there is nothing to prevent the back-office from applying different viewing filters;

both parties always have the ability to view and manage various ticket information, such as status, notes, task appointee, last changes made;

the entirety of the two tools remains mapped to the same ticket reference and linked to the Client for which the activity was requested to be opened, allowing the various operators to view the ticket history on the Client.

The key elements characterizing the tool consist of targeted management of the contacts on which to carry out marketing actions, of which secure storage of all customer information – through the use of specific flows in terms of GDPR consents -, and of their interactions, as well as Lead management, through tools that allow the identification and tracking of the potential customer. Automation of workflows supports the creation of customer journeys for precise consumer targets, and synthesizing data into statistics enables live extractions of the marketing side.

The main features of the module:

• Both static and dynamic segmentation of contact clusters on which to perform actions;
• Automated Customer Journey with different experiences for contacts;
• Management of DEM campaigns;
• Creating marketing pages and forms via Visual Editor without the need for programming skills (there remains, of course, the possibility of working from code or building pages from your CMS);
• Comprehensive GDPR and Cookies management to comply with regulations