Solutions/Industry/Energy & Utilities

Digital experiences for energy + utilities

Billing. Account service. Energy consumption. Field service scheduling. Emergency service requests. Churn prevention. Omnichannel service.
Rapidly build secure customer applications to engage customers where they are – web, mobile, voice.

  • 2x sales and service efficiency
  • Integrate with your systems of records
  • Rapid front-end development for omnichannel delivery
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Reducing customer churn with proactive digital service

CUSTOMER STORY

An international energy supplier and distributor was looking to proactively service at‑risk customers to reduce churn. Call center agents placed outbound calls to at‑risk customers but struggled with low connect rates. After using Airkit to rapidly build a digital experience:

  • Agents improved connect rates to customers with self-service scheduling
  • Proactive retention offers delivered via email and SMS helped reduce churn
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Energy + utilities use cases

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Billing
Deliver self-service or agent-triggered PCI-compliant digital payments for voice, email, SMS, chat.
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Account service
Manage call volumes with digital self-service for common requests - address changes, billing questions, service changes.
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Field service scheduling
Use digital appointment scheduling to streamline work orders (installation, maintenance, repair) while improving real-time customer communications.
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Emergency service requests
Provide digital self-service to report outages and accidents. Automate real-time omnichannel emergency updates to customers.
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Energy consumption
Help customers manage energy consumption and efficiency rebates with proactive omnichannel notifications.
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Churn prevention
Initiate digital journeys to prevent churn for at-risk customers or provide self-service for account updates to prevent involuntary churn.
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Billing

Setup, update or process PCI‑compliant payments with digital self‑service. Securely capture payment information on live calls with agent assist. Embended payment workflows in web and mobile apps or even a chat flow.

Components commonly used

  • Chat bot
  • Payment request + credit card
  • Pre-built integrations with Stripe + Plaid
  • API integrations with core systems
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Account service

Manage call volumes with digital self‑service for common requests, such as address changes, billing questions, service changes. Deliver via web, mobile, email, chat, or voice.

Components commonly used

  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Digital form
  • Omnichannel notifications
  • API integrations with core systems
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Field service scheduling

Use digital appointment scheduling to streamline work orders (meter installations, maintenance, repairs) while improving real‑time customer communications.

Components commonly used

  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Digital form
  • Omnichannel notifications
  • API integrations with core systems
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Emergency service requests

Provide digital self‑service to report outages and accidents. Automate real‑time omnichannel emergency updates to customers.

Components commonly used

  • Built-in TCPA compliance + mobile opt-in
  • Chat bot
  • Digital form
  • Omnichannel notifications
  • API integrations with core systems
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