Knoxville Utilities Board Improves Customer Experience by Using Quadient Inspire to Redesign Monthly Bill
03 Novembre 2020 - 05:45PM
Knoxville Utilities Board Improves Customer Experience by Using
Quadient Inspire to Redesign Monthly Bill
Knoxville Utilities Board Improves Customer Experience
by Using Quadient Inspire to Redesign Monthly Bill
Paris, November 3, 2020
Quadient (Euronext Paris: QDT), a leader in
helping businesses create meaningful customer connections through
digital and physical channels, announces the Knoxville Utilities
Board (KUB) is using Quadient® Inspire, the award-winning
single-design customer communications management (CCM) solution,
for a complete redesign of its monthly utility bill to make it
clearer and easier to understand for an improved customer
experience. KUB is the largest provider of gas, electric, water and
wastewater services for Knox County, Tennessee and seven adjacent
counties. Although the organization operates in a non-competitive
environment, KUB has a strong commitment and tradition of serving
its 468,000 customers in the most efficient and effective ways
possible.
KUB recognized the bill is often the sole
touchpoint the utility has with many of its customers and regards
it as an important vehicle to offer other helpful information, such
as comparative energy usage data and cost-saving tips, so customers
better control their energy usage and expenses. Toward these ends,
KUB issued a request for proposals to customer communications
vendors, listing the features they sought, including graphical
capabilities, the ability for business users at KUB to add
messaging that changes from month to month, and multi-channel
delivery capability. The Quadient Inspire platform fulfilled all
the requirements.
Quadient Inspire is making it possible for KUB
to automate and consolidate all of its bill and letter creation
processes on a single platform and add and change messaging easily
without the intervention of IT staff. The redesigned bill now
includes information such as average weather temperatures over the
month, the number of days in the billing cycle and a comparison of
a customer’s energy usage from the previous month. Quadient Inspire
also allows KUB to issue time-sensitive and relevant messages
to customers. Another benefit has been the ability to consistently
brand all communications to enhance public perception of KUB and to
emphasize the value the organization brings to customers.
Tiffany Martin, director of customer experience
at KUB, said, “Communication is extremely important to KUB. With a
utility, often customers don’t have a choice of providers, so our
job is to make sure that customers feel informed and empowered and
have as much information as possible. We measure our success on how
satisfied our customers are and seek opportunities to make sure
that we’re communicating effectively with them. This bill project
is just one of the many projects that we are doing to make sure
that we give customers the information they need.”
While KUB currently uses multiple platforms,
including web, email, texting, and social media for customer
communication, Quadient Inspire will allow enhanced omni-channel
communication via email and SMS text notifications with images from
the bill in the future, further improving the customer
experience.
“We’re pleased that Quadient Inspire is
providing KUB with the ability to achieve its goal of creating a
technically-optimized monthly bill that informs and empowers its
customers,” said John Hoggard, principal, Global Utilities &
Telco, Quadient. “KUB now joins an impressive global list of
leading energy and utility companies that are leveraging Quadient
technologies to create and deliver personalized, compliant customer
communications across all channels, from one centralized hub.”
About Knoxville Utilities Board
(KUB)
KUB is a municipal utility serving the county of
Knox, TN and parts of seven adjacent counties and provides
electric, gas, water, and wastewater services to more than 468,000
customers. For information on KUB, visit www.kub.org.
About Quadient®
Quadient is the driving force behind the world’s
most meaningful customer experiences. By focusing on four key
solution areas including Customer Experience Management, Business
Process Automation, Mail-Related Solutions, and Parcel Locker
Solutions, Quadient helps simplify the connection between people
and what matters. Quadient supports hundreds of thousands of
customers worldwide in their quest to create relevant, personalized
connections and achieve customer experience excellence. Quadient is
listed in compartment B of Euronext Paris (QDT) and is part of the
CAC® Mid & Small and EnterNext® Tech 40 indices.
For more information about Quadient, visit
www.quadient.com.
Contacts
Joe Scolaro, Quadient
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Sandy Armstrong, Sterling Kilgore |
Global Press Relations Manager |
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Account Executive |
+1-866-883-4260 Ext. 1590 |
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+1-630-964-8500 |
j.scolaro@quadient.com |
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sarmstrong@sterlingkilgore.com |
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