Facing some of the most turbulent times in their histories, and disruptions coming from a myriad of places, utilities must transform to keep pace. From customers demanding more accountability, to changing weather patterns to new and emerging technologies, utility companies are finding that the status quo no longer cuts it.
Keeping up with the changes—and demands—can be tough, but certainly isn’t impossible. Several utility companies across the globe have found that embracing and utilizing mobile can not only improve customer service, but also attract younger, more tech-savvy employees.
Mobile technology has long been used in the field service operations of utilities, first in the form of two-way radios and more recently as smart phones that required workers to use web browsers to perform the functions they needed. Now, however, it’s evolving into smart phones and tablet computers with a wealth of online and offline apps purposely built to solve specific challenges in the field.
A growing number of utility companies are also introducing mobile apps for their customers. Developed and built by them or others, these apps allow customers to pay their bills, receive real-time notices about service outages and restoration efforts, and manage their consumption (whether that be electric, solar, gas, or water). As a mobile app developer, Kony recently built a mobile app for a major American utility company. This app allows the utility company to communicate with its customers while giving customers the freedom to manage their accounts from any Apple or Android device, and access information—even in the event of a power failure.
For utilities interested in using mobile technology to improve first-time fix rates, meet service level agreements (SLAs), boost field workers’ productivity, and increase profitability without compromising quality and customer satisfaction, Kony offers the Kony Field Service Solution.
The Field Service Solution is an omnichannel mobile-first solution that can be deployed on multiple device types and easily connected to virtually any back-end system, including SAP Business Suite®.
We recently teamed up with Kony to bring you “How Mobility Can Help Utilities Improve Their Operations and Speed Their Transformation to Digital Organizations.”
Read it today, and find out how you can help your organization meet the unique demands of today’s digital world.