Preferences & Notifications Center (PNC)
The PNC solution empowers customers to fully customize how they receive all utility alerts and updates. This personalization builds stronger, trust-based relationships and ensures compliance. Transforming communications from broadcasts into valued, relevant interactions, the platform creates a more engaged, informed customer base that actively values your service.
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Customer Preference Adoption
Notification Delivery Success Rate
Regulatory Compliance on Consent
Empowering CSRs for Call Resolution
Our platform acknowledges that personalized communication is key to customer satisfaction. It puts the power directly into your customers' hands, allowing them to define their ideal communication experience rather than relying on a one-size-fits-all approach. This flexibility improves their overall service experience.
Staying compliant with regulations like the CAN-SPAM Act and other privacy guidelines is non-negotiable. Our platform provides the necessary tools for customers to manage their preferences, helping your company adhere to these crucial mandates and significantly reduce the risk of unwanted communications.
Customers can access their communication preferences effortlessly. Every email and text message you send automatically includes a direct link to the preferences portal. Additionally, they can simply log into their secure i-Portal account at any time and navigate to the dedicated "Preferences" section to update their settings.
Customers have specific control over text message reception. They can explicitly choose to opt-in for text messages from your company. This ensures that you are only sending SMS alerts to customers who have clearly consented, respecting their privacy and communication boundaries.
The platform offers advanced customization options. Customers can: Select preferred timing for text and voice communications, avoiding inconvenient alerts. Choose specific communication methods for different types of notifications (e.g., email for bills, SMS for outage alerts, voice for critical updates). Set the desired frequency for marketing and social updates, preventing communication fatigue.
By giving customers this comprehensive control over their communications, you achieve a vital outcome: you significantly reduce the risk of spamming. This respectful approach not only fosters a transparent relationship but also builds deep trust and encourages stronger, more positive engagement with your customer base.
Product Information
The IWEBT i-Portal is the leading customer self-service solution, specifically designed for water and energy utility companies across the United States. It empowers your customers to seamlessly manage their services and accounts around the clock, directly from their preferred device. By providing intuitive tools and support, the i-Portal significantly reduces inbound call volumes for your contact center while simultaneously boosting customer satisfaction through unparalleled convenience. Every self-service feature is crafted to meet modern customer expectations, simplifying their lives and enhancing their overall experience. With the IWEBT i-Portal, you're not just offering self-service; you're delivering a smart, digital-first experience that puts control in your customers' hands, driving efficiency and satisfaction for everyone.
CallAssist identifies critical customer account conditions in real-time, guiding agents to the precise reasons behind a customer's concerns. This intelligent assistance ensures that agents are always equipped with the most accurate and relevant information to address customer concerns effectively. Furthermore, the platform provides dynamic scripting, adapting in real-time to the specific details of each call, ensuring consistent messaging and compliance while maintaining a personalized approach.
All business conditions and rules for identifying right causes and dynamic scripting are meticulously defined and configured during a dedicated blueprinting session, ensuring the platform precisely fulfils utilities unique business requirements and operational workflows. With IWEBT CallAssist, your CSR agents become highly effective problem-solvers, equipped to tackle high bill inquiries with speed, accuracy, and confidence, leading to a superior experience for both your team and your customers.