ATLANTA, Sept. 30, 2004 (PRIMEZONE) -- While more than 70% of utilities use outbound calling as a way to proactively communicate with customers, a growing number are turning to automated applications to conduct outbound communications, according to Chartwell's latest report, Automated Outbound Communications: Notification, Courtesy Calls and Other Proactive Measures.
Ranging from service follow-up calls to e-mail notifications of upcoming curtailments, utilities can use today's technology to distribute hundreds, even thousands, of messages simultaneously. This report details how a number of utilities interviewed by Chartwell have experienced certain benefits such as improved customer service, enhanced operational efficiencies and cost savings through the use of automated technology.
Automated Outbound Communications: Notification, Courtesy Calls and Other Proactive Measures consists of an analysis and five case studies on utility success stories dealing with issues such as credit and collections, outage notification and more. Chartwell found a number of utilities are turning to outsourcers and communications vendors to offer these outbound messages and notifications to customers.
Automated Outbound Communications: Notification, Courtesy Calls and Other Proactive Measures is available to non-Chartwell members for $350. The report is included in Chartwell's Premier and Customer Care Research Series memberships. For information regarding the Customer Care Research Series or Chartwell's Premier membership, call (404) 237-9099, or call (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.
Recent reports in this Series include:
-- Managing Customer Service E-mail in the Utility Industry;
-- Using Incentives to Move Customers to Self-Service Options:
Internet and Bill Payment Methods;
-- Benchmarks in Utility Call Center and Customer Service
Performance; and
-- Customer Satisfaction in the Utility Industry.
Company Web site: http://www.chartwellinc.com
Chartwell Inc. Press Contact: Dennis Smith Editorial Director, e-mail: dsmith@chartwellinc.com, (404) 237-9099.