Communication solutions for Utility providers

Whether utility providers want to provide better customer service tools, introduce intuitive billing platforms, or more effective means of collecting payments, Esendex can create the communication workflows to support this.

More than your average solution

UTILITIES

Empower proactive messaging

As 85% of mobile users would prefer to text a utility provider than call them, learn how digitised, proactive communications could help improve customer service while reducing call volume.

UTILITIES

Boost collection rates

See how npower worked with Esendex to develop a workflow which automatically reminded customers about outstanding payments, and increased payment collection rates from 4% to 19%.

UTILITIES

Increase customer engagement and satisfaction

Learn how implementing Esendex’s rich messaging solution, enabled heating solutions provider Vaillant to increase customer engagement from 2% to 40%.

Statistics

38%

Clients report 38% increase in customer engagement following implementation of rich messaging.

95%

Text messages boast an average open rate of 95%, which is even more impressive considering the average for email is just 20.9%.

90%

Of all text messages are read within just 3 minutes. Making SMS the ideal channel for time sensitive updates.

90

seconds

The average user response time to a received SMS is just 90 seconds.

38.2%

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Based on a sample of 14,000 of our clients’ customers, over 5,000 went on to make a payment with Esendex’s Mobile Payments.

Customer story

UTILITIES

npower

“Esendex have managed to construct and successfully deliver a cost-effective solution that allows significant value to be found in pursuing small debt amounts.”

Richard Dixon, Capability and Delivery Manager | npower

Why choose Esendex?

Our communication workflows have already helped utility companies introduce self-serve tools which enable great customer service and effective payment collection, all within a cost-effective framework.
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Team allocation

Create teams to allocate conversations to the people best equipped to help the customer, perfect for separating sales and support chats.

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Wide range of communication channels

Utilise SMS, Voice, Email and richer communication channels, to promote customer engagement.

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Guaranteed message reliability

Direct connections to all major networks. Messages will be sent to recipients using the best route possible.

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Secure data handling

Accredited to ISO 27001 by the United Kingdom Accreditation Service (UKAS).

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Treating customers fairly

All solutions meet FCA and Ofcom requirements regarding the fair treatment of customers.

We’d love to hear from you

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