With the proliferation of data-enabling technologies, customers are demanding more sophisticated methods of engaging with utilities to fulfill their service needs. kurteus™ helps utilities provide their customers with the information they need, in the right context, with the required tools to ensure an enjoyable and productive self-service experience. The self-service functionality is fully-integrated with the Talkonimics™ Process, allowing utilities to proactively identify and fulfill individual customer service needs. This is inherently different than most self-service models, where it is incumbent upon the customer to seek-out services on their own when a need arises. Each customer interaction is based on a four-point feedback loop. This feedback loop provides a customer experience that makes self-service simple and accessible. Action-inspiring information is provided in the right context along with the tools that allow the customer to take action in that moment. The customer experience remains constant across all channels, regardless of whether the customer initiates the conversation, or the utility does. Information It is impossible to deliver an effective customer experience if you can't provide the information needed to take action. Upon every interaction, kurteus™ dynamically generates a message containing customized information for ...
kurteus™ is designed to provide business practitioners with simple yet powerful tools that deliver the three core elements required to improve business performance: insights, action and measurement. Insight Without insights, it’s virtually impossible to improve business performance. For business users, accessing timely and relevant data with which to glean insights is often a difficult and frustrating process. With this in mind, we developed an insight-generating dashboard that provides a simple-to-use yet extremely flexible interface. Real-time financial information, process information and operational information is readily accessible in many perspectives. The dashboard allows users to peer at their business from a high level, drilling down in any area to quickly identify process bottlenecks and inefficiencies, view the cost of operations versus financial yields and identify performance opportunities. It’s easy to gain context by manipulating the information from a myriad of segmentation and comparative perspectives. With the click of a mouse, the data can be segmented by market, by geography, by risk classes, by process parameters and by virtually any special customer status you store within your systems of record. This makes it easy to identify work drivers, understand the effects of ...
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Technology
Whether you use kurteus™ to manage your entire portfolio or apply it to a more focused area, the Talkonomics™ Process is the engine running under the hood. These are the technologies used by the Talkonomics™ Process: Risk Response Treatment Decisioning Customer risk is constantly in flux, often changing by the day. Risk Response Decisioning measures each customer daily, ensuring treatments are continuously in sync with account-level risk. Time Zero Intelligence We realize how frustrating it can be to get access to timely and relevant business reports. To make good decisions, you need access to live reports that show you what’s happening now, in ‘time-zero’. Furthermore, you need to be able to manipulate your reports to look at them from a myriad of perspectives. In short, a canned month-end report just won’t cut it. Kurteus offers a dashboard that delivers live, time-zero reporting that users can easily manipulate. Account Level Segmentation Strategies At every utility, there are ...
