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TCN + Utilities: powering dependable customer connections

Consistent communication is as essential for your utility company as the services you provide to your customers. Without it, you could leave customers in the dark when they are desperately seeking updates. From outage information to self-service options like Click2Pay and account lookup, TCN’s all-in-one call center software solution is your ticket to ensuring seamless, reliable communication – no matter what.

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Flexible, customizable communication solutions for utility companies

Whether you’re facing a stop/start service request or a long list of overdue accounts, TCN helps your customers reach your organization easily through transactional or agent communication. Build rapport with your customers by keeping them in the loop with payments, planned outages, service disruptions or even tips for conserving energy. Effortlessly simplify your processes, boost your customer satisfaction and increase your profitability with TCN.

  • Personalized customer service

    Don’t settle for subpar vendor support. TCN is with you every step of the way, from implementation to ongoing training and daily 24/7 support, at no extra cost to you.

  • Seamless integration

    TCN pairs perfectly with your data, CRM or billing processor, giving you the best view into your entire operation.

  • Choice of omnichannel

    Give your customers the most convenient pathway to communicate – whether they prefer chat, email, SMS or a phone call, you can meet your customers where they want to connect.

Save millions during a crisis

When back-to-back Nor’easter storms unleashed havoc on the East Coast, a leading utility company faced a daunting challenge: keeping customers informed and power flowing amidst widespread outages. To navigate this dynamic situation effectively, they turned to TCN Operator’s powerful communication tools that helped them save almost $2 million during the crisis. The solutions proved invaluable in providing updates to all their customers during the crisis with:

  • Real-time updates: Timely text, email and phone notifications kept customers informed about downed power lines, repair progress and estimated restoration time.
  • Boosted efficiency: By automating many communication tasks, TCN Operator saved the company thousands of agent hours, significantly reducing labor costs.
  • Optimized customer experience: Timely and transparent communication helped maintain customer trust during a stressful time.

Optimize your customer service with IVR

Better customer experiences are right around the corner. TCN’s Interactive Voice Response (IVR) solution is your key to smooth, streamlined interactions that consistently exceed your customer’s expectations.

Here are just a few of the ways IVR can help your utilities organization increase profitability and overall customer satisfaction:

  • Automate self-service: Boost customer satisfaction by making it easy for customers to request service start/stop and complete other simple tasks on their own terms.
  • Collect payments securely: Increase collections and receive payments effectively and securely without breaking PCI compliance. 
  • Expert call routing: Save time by expertly and automatically routing calls to the agent best equipped to handle each caller’s request.
  • Post-call surveys: Reduce costs and increase customer satisfaction by gathering real-time customer feedback.

Increase your revenue through effortless payments with Click2Pay

Click2Pay offers the ability to send text messages with secure links to a payment portal where customers can quickly authenticate themselves, see their balance and make payments at any time without a username and password. Streamline your payments, improve your completion rates and boost your revenue collection without sacrificing compliance with TCN’s seamlessly integrated Click2Pay solution.

Explore all the features of TCN’s call center software

Streamline interactions and provide the best agent experience

Getting the right contact center software to manage all your communications in one place doesn’t need to be complicated. Choose TCN Operator to optimize your agent experience with a simple, user-friendly interface so agents no longer need to switch between applications to perform their tasks. With a simple, modern infrastructure that makes it easy to automate tasks, collect more payments and exceed your customer’s expectations while adhering to all compliance standards – what more could you need?

Actions speak louder than words, and your utility company deserves a platform that delivers results.

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