Transforming the Utilities Customer Experience | Logic20/20

Transforming the
Utilities Customer Experience



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Meeting—and exceeding—escalating customer expectations


In a recent survey, 62 percent of utilities said improving the customer experience is their top priority, and with good reason. In both regulated and unregulated markets, customers are demanding the same caliber of experience they receive from Amazon, Uber, and other industry leaders. The good news is that by offering in-demand capabilities like self-service applications and virtual agents (aka chatbots), utility customer care centers can significantly lower their per-contact costs, free their agents to focus on more challenging tasks, and improve customer satisfaction.


At Logic20/20, our Digital Customer Experience solution brings together the pieces you need to make your customer care vision a reality—from online account management to special portals for builders to FAQ chatbots and beyond.




68% of consumers say the pandemic elevated their expectations of companies’ digital capabilities. (Source)


70% of consumers say they already use or are interested in using chatbots for simple customer service requests. (Source)


62% of utilities say their top priority is improving the customer experience—more than cited lowering costs and increasing revenues. (Source)





Escalating customer expectations


High per-contact cost of phone calls


Legacy systems’ inability to scale

Shortage of customer data


Budgetary pressures


High turnover in contact centers


Future vision

Utilities can meet—and exceed—the high expectations of today’s digital customers while reducing overall costs and improving the employee experience for contact center agents. Common questions and requests can be delegated to chatbots and self-service tools, while agents can focus on building customer relationships. Specific wins include ...




Decreased call volumes

Deflect common requests and questions to self-service tools.

Increased speed-to-resolution

Use AI to help agents uncover the information they need, when they need it.

account login on phone



Seamless omni-channel experiences

Design scalable, integrated architecture for seamless experiences across channels

Increased transparency into new build processes

Enable builders and contractors to track the progress of their new-build utility service requests.





Powering up the utility customer experience


Utilities can meet their expectations by leveraging technology—self-service portals, omnichannel service, and smart agent tools—to create an experience that will grow lifelong customers who trust their providers.

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Woman checking information on phone in kitchen
Utilities customer experience



Featured Insight

Customer service transformed: a powerful business growth driver

For our clients in the energy industry, consumer expectations are being shaped by Amazon, Netflix, and other digital transformation trailblazers. Top-tier customer service is not a nice-to-have—it’s a vital revenue driver that can make the difference between business growth and flat or declining revenues ... Continue reading


How virtual agents lower customer service costs



A 360-degree solution to "Customer 360"



Technology matters: 4 AI-enabled tools for enhanced customer service



How the AI-powered customer journey will transform digital experiences



Customer Stories: Scaling digital messaging to improve customer care



Cloud best practices

Cloud best practices

We implement proven best practices to make cloud workloads run reliably, resulting in improved uptime and increased customer trust

DevOps and CI/CD

DevOps and CI/CD

Our teams operate in continuous, seamless collaboration to ensure rapid delivery of premium-quality products.

Data governance

Data governance

We bring structure to your data to enable accurate analytics, regulatory compliance, and a 360-degree view of your customer.

Our Utilities Leaders


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Cloud enablement


Results accessible anywhere.