Energy Customers' Biggest Complaint: Too Much Work Needed to Fix Service Issues
CINCINNATI, OH, Feb 13, 2013 (MARKETWIRE via COMTEX) --
Seventy-six percent of energy and utility customers say that speed
-- the ability to get information quickly and accurately -- is very
important in how they are serviced, according to a report released
today by worldwide software provider, Cincom Systems
(http://www.cincom.com), an IBM Premier Business Partner. The biggest
complaint that these customers had was the need to participate in
multiple interactions to resolve an issue followed by not being able
to get through to anyone in a timely manner.
"With so many industry advances underway and consumers becoming more
actively engaged in managing their energy consumption, it's a real
challenge to keep up with the changing customer service demands,"
said Randy Saunders, Cincom's CEM Program Director. "Fortunately most
retailers are making this a top priority and nearly half are planning
major upgrades of their systems within the next 12 months."
The report, "Market Trends: Customer Experiences in Energy &
Utilities Organizations, 2013" (www.cincom.com/energyreport),
surveyed energy and utility retailers and consumers across the
nation, and the findings show that customer experience remains a
critical priority. As consumers require a deeper level of assistance,
energy and utility companies are continually challenged to deliver
better customer satisfaction and loyalty. For 57.7% of retailers,
technology issues were considered to be the biggest obstacle in
delivering consistent customer experiences. Ease-of-use of their
current systems (15.4%), integration with back-end systems (26.9%)
and the features and functionality of their current systems (15.4%)
were also issues.
To view the full report, visit http://www.cincom.com/energyreport.
About Cincom(R) Synchrony(TM)
Validated in IBM's Solution
Architecture for Energy and Utilities Framework (SAFE), Cincom
Synchrony (http://synchrony.cincom.com) simplifies the complexities
of today's contact center to enhance the customer's experience while
optimizing agent and operational efficiency. By uniting multiple
applications, systems and resources into an intelligent agent
desktop, along with multi-channel interaction management, Synchrony
provides a high-value, low-cost contact center solution for inbound
and outbound environments.
For 44 years, Cincom has helped thousands of clients
worldwide by solving complex business problems. For more information
about Cincom's products and services, contact Cincom at 1-800-2CINCOM
(USA only), send an e-mail to firstname.lastname@example.org or visit the company's
website at http://www.cincom.com.
Cincom, the Quadrant Logo and Synchrony are trademarks or registered
trademarks of Cincom Systems, Inc. All other trademarks belong to
their respective companies.
Copyright 2013 Cincom Systems, Inc.
All Rights Reserved
Corporate Public Relations
SOURCE: Cincom Systems
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