Vignette Solutions for Utilities
Utility companies across all segments have chosen Vignette to implement a wide range of business processes. Vignette solutions have enabled them to:
- Enable more timely customer service and satisfaction
- Improve productivity and reduce operational costs
- Provide Web-based access to documents and reduce paperwork
- Secure electronic files to minimize the potential for misfiled or lost transaction documentation
Challenges
Given the growing operational challenges facing utilities companies, including environmental issues, conservation, regulations, new infrastructure and unpredictable forces of nature, enterprise content and business process management solutions have become mission-critical. Additionally, customer service has become an increasingly important leverage tool in today's deregulated and re-regulated environment.
Solutions
Vignette helps utility companies transform human-and document-centric business processes through its next generation transactional content management and Web experience management platforms. Only Vignette offers true Web 2.0 multi-channel interaction capabilities to deliver the customer experience that matters. Vignette solutions for utility carriers include:
Customer Care
Vignette helps utility companies to achieve higher customer retention by lowering time to respond and increasing customer satisfaction. Vignette enables customer care teams to instantly determine the status of an order and historical information of the customer calling the help desk or requesting information online.
Electronic Bill Presentment and Payment (EBPP)
Vignette enables utility companies to support electronic bill presentment and payment. The advantage of EBPP over traditional means is primarily the savings to the operator in terms of the cost to produce, distribute, and collect bills. Also EBPP helps customers to access bills from various channels including the Web.
Contract Management
Using Vignette, utility companies can better manage their contract administration processes by automatically sending documents and assigning tasks for faster reviews and approvals. Vignette also enables these companies to associate customer correspondence with relevant records for a single source of truth.
Employee Intranet
Increase productivity, information sharing, business agility and enable expertise location with Vignette's leading portal and collaboration technologies. These products feature advanced knowledge management, Web 2.0, collaboration, video, personalization and search technologies.
Social Media
Vignette enables utility companies to build online communities, connect directly with users and encourage online interaction with comments, ratings, tags, blogs, wikis, forums, video and recommendations.