Intelligent Contact Center for Utilities
As the energy market has been deregulated, utility companies are facing greater competition. To retain current customers and win over new ones, utilities need to deliver exceptional customer service. Appian Intelligent Contact Center for Utilities replaces manual processes and siloed systems with automation, delivering a personalized customer experience. Macedon can help utility companies use Appian Intelligent Contact Center to deliver an integrated experience across channels and points of interaction. With Intelligent Contact Center, utilities can transform customer billing, new service connections, and outage response, as well as create innovative products and services.
Features:
• Unified customer view of data and interaction history
• First-time issue resolution
• Faster processing time
• Improved agent and customer experience
• Easy-to-use interface and intelligent recommendations to support agents
New Service Connections
Connecting services for residential and commercial construction projects can be complex, potentially taking months and involving many stakeholders, including the customer, developer, government permit office, and engineering and construction teams. Through the Appian low-code platform, utilities gain the visibility they need to communicate with all the stakeholders involved in implementing new connections. With Appian-powered business process automation, utility companies can streamline new service connections to complete projects more quickly and satisfy customers.
Features:
• Single view of new connection project status across stakeholders
• Automated processes for each step of the connection to support collaboration
• Mobile-ready applications to provide insights for field crews
• Better communication
• Faster project delivery
Field Service Management
Often, utility companies have extensive field operations, creating challenges in managing the field deployment process, leading to diminished productivity from contractors. The Appian platform empowers utilities to deliver mobile field applications that replace manual workflows and fragmented systems. Macedon can work with utilities to develop Appian low-code mobile applications that manage resources, reduce costs, accelerate turnaround times, and generate insights into the field service lifecycle.
Features:
• Mobile-enabled applications for increased field team productivity
• Real-time visibility into field activities, project status, and performance
• Digitizing manual processes to take advantage of field, asset, and project data
• Quality and consistency assurance of field processes for enhanced customer satisfaction
Permit Management
Utilities need to obtain permits for projects, work orders, and construction, a time-consuming and tedious process that can delay project completion and waste the time of field teams. Projects of certain types in specific locations may require additional steps and approvals even when contractors are validated, and routine maintenance is being conducted. Appian streamlines permit management through business process automation that improves communication between schedulers, permitting agencies, engineers, construction teams, and contractors. With Appian solutions from Macedon, utility companies gain a unified view of permits and orchestrate key permitting processes to improve project performance.
Features:
• Workflow automation and standardization of processes for obtaining permits
• Real-time visibility into the entire permitting process from initiation to completion
• Compliance through tracking and prioritizing project permits and documentation
• Reducing average permit processing time to complete projects on time and within budget
Incident Response
When traumatic incidents happen, such as outages, utility companies need visibility into the issue and its root cause, as well as control over its resolution. Appian automation solutions for incident response eliminate the inefficiencies of traditional manual processes, removing bottlenecks and accelerating response. With Appian automation, utilities can send notifications, develop routes for solving problems, and take action to resolve incidents more quickly. Appian’s low-code platform enables utilities to maintain control and visibility before, during, and after an incident occurs to respond appropriately, limiting risk, cost, and safety issues.
Features:
• Automated processes and mobilization of personnel to manage incident response
• Improved stakeholder insight into incident status, resolution, and impact
• End-to-end maintenance management to improve incident readiness
• Risk mitigation through improved compliance, security, and safety measures
IT Asset Lifecycle Management
Utilities need to manage thousands of requests for new applications, system upgrades, and IT asset maintenance. Appian automation replaces outdated systems and workflows that handle asset-related requests and approvals to ensure higher service quality, increased productivity, and faster delivery. Macedon helps utility companies leverage the Appian low-code platform to create a seamless request process and improve visibility and efficiency across the IT asset lifecycle.
Features:
• Improved IT request management from intake through delivery and beyond
• Consistency, standardization, and quality across requests and projects
• Reduced request process cycle time for improved productivity
• Accelerated response, delivery, and innovation for increased stakeholder satisfaction
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