Confident energy advisors rely on trusted knowledge.
Quickly onboard new agents, stay ahead of regulatory changes, and deliver consistent quality service with accurate and easy to navigate knowledge.
Partnered with leading solutions
Guided process workflows for any call type
Visual step-by-step guides prepare new and experienced agents for any gas, electricity, water, power and operational scenario that's thrown their way.
Benefits for Utilities Customer Service
Speed to proficiency
New hires and seasonal staff can ramp up quickly helping to reduce training time while maintaining service levels during peak seasons or transformation projects.
Confident outsourcing
Supplemental or outsourced teams deliver the same consistent, accurate service as your experienced advisors reducing the impact on senior line support and quality.
Consistent and compliant service
Creating a source of truth that aligns with compliance standards and adapts quickly to change helps reduce costly handling errors and mitigate regulatory risks.
Results seen across out utilities customers
0s
Decrease in AHT
0%
Faster Cross Training
0k
Mentor Assist Calls Eliminated
How visual knowledge management helps
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Easily manage changes and updates
Keep up with evolving utility regulations and policy changes. Update workflows to reflect regulatory or policy changes. Once approved, updates are instantly visible, so every advisor stays aligned with the latest process.
Enhance productivity with automation
Automate routine tasks like ticket creation, account updates, or payment calculations with Power Shapes. Reduce manual errors, speed up processes, and let advisors focus on delivering exceptional service for any scenario.
Reduce complexity with intuitive guidance
Turn complicated processes into clear, step-by-step visual flows. Whether handling outages, billing, or meter issues, every advisor — new, tenured, or outsourced — delivers accurate, consistent service with confidence.
Hear from our customer
"Using Procedureflow has decreased our cross-training time by 61%, and our trainees are now taking live calls from customers 8 days sooner."
Manager of Customer Relations and Infrastructure,
NB Power
Where does your knowledge stand?
As you embark on your digital transformation journey, have you looked at the current state of your knowledge? Whether it's embracing AI innovation, setting up a new CIS, or bringing on a BPO – you need to put your knowledge first to set everyone up for success.
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