Utility Customer Self-Service Portal
Empower Utility Customers Through a User-Friendly, Digital Customer Engagement Platform
ePortal is the utility customer self-service portal allowing utilities to increase their level of customer service, decrease their cost to serve, and improve industry-recognized customer satisfaction scores. Utility customers can manage their account and pay bills all through a configured payment portal. Real-time alerts based on your utility’s specific billing and payment business processes ensure timely payments and complete transparency with customers. ePortal can integrate with any customer information system or billing software, meter data management system, payment processor, or other technology vendor to quickly deliver enhanced customer self-service.
Helping Utility Customers Take Ownership of Their Accounts
Like all eVolve solutions, ePortal is designed to improve utility customer engagement and satisfaction. As a communication hub, ePortal can make a positive impact on how your organization sends out key information.
Reduce Call Center Volume
Provide self-service options for utility customers to manage their account without the need to call customer service. Additionally, AI-Powered FAQs and chats provide customers with the ability to immediately resolve issues and identify solutions in real-time.
No IT Expertise Needed
ePortal is highly configurable, allowing your team to make changes without calling IT. Using simple tools like toggles, templates, and uploads, anyone on your team can configure the user experience in just a few clicks.
Integration with Industry-Leading Systems of Record
ePortal is system agnostic, with pre-built adaptors to industry-leading CIS Systems, Payment Providers, MDM, Outage, and other necessary solutions in your utility’s technology stack. By utilizing these seamless integrations, utilities can provide real-time information on ePortal, as well as, automate manual processes (such as Start/Stop/Transfer), reducing call center volume by 80%+.
AI-Powered Utility Self-Service
To keep lines open and agents available for more complex requests, ePortal offers AI-powered chat bots to answer commonly asked questions. ePortal supports capabilities to display custom FAQ documents or pages from providers. If a customer prefers to chat for an answer, AI pulls information directly from the FAQs to respond to customer questions. The more information you put in the FAQs, the more self-sufficient your chat bot will be! Customers can choose to escalate to a live chat or phone call with an agent at any time. For simple queries, the AI chat bot can be a major timesaver for your team while simultaneously improving the speed at which customers get answers.
- Enrollment options for customers
- Scrolling banners
- “Logos, colors, fonts, content
- Templated auto responses
- No IT assistance needed
- Updates displayed in real-time
Configurable Design and Content
ePortal can be configured to reflect providers’ branding and messaging to all customers. With just a few clicks, content can be uploaded, options can be toggled on or off, and customer portals can update in real-time. Supported by eAdmin, ePortal acts as a utility customer engagement platform and communication center. To ensure key messages aren’t missed, providers can edit the content of ePortal without turning to IT for assistance. Toggles, check boxes, templates, and more make configuration easy so the portal displays relevant information when and where it’s needed.
- AI-powered chat bots
- Dynamic responses pulled from configurable FAQs
- “Talk with an agent” options
- Reduced call center volume
Pre-Built Adaptors and APIs to Leading CIS Systems
To make it a true information hub and utility self-service platform, ePortal easily integrates with industry-leading CIS systems, Payment Providers, MDM, Outage, and other necessary solutions in your utility’s technology stack through our proprietary Integration Gateway. For data security, ePortal does not store information natively; rather, it pulls from existing systems of record and displays the data. Customers can quickly view bills, accounts, and usage rates with ePortal through real-time API integrations. By using ePortal, utility customers can find all the information they need on a single platform, rather than having to log in to multiple systems.
- Integration gateway to Utility Systems of Record
- Limited information stored within ePortal
- Real-time updates to/from the CIS System
- One portal for all utility account information
ePortal Key Features
i3 Verticals is committed to providing market-leading UX to all utility customers. ePortal comes equipped with countless valuable features to provide more self-service options to customers. ePortal is highly configurable and can work seamlessly with other eVolve products to create a unique, end-to-end utility customer engagement environment.
Features:
Self-Service account management
Rebate and program enrollment support
AI-powered chat bots
Configurable design and content
Pre-built adaptors and APIs
Real-time updates without IT Intervention
Increased customer satisfaction with a decreased cost to serve
Improve Industry-Recognized Customer Satisfaction Scores with ePortal
Each year, various reporting agencies poll utility customers to identify levels of engagement and satisfaction. Over the years, ePortal has helped several utilities make the top five on these reports. Our commitment to full transparency and customer empowerment fosters positive relationships between providers and customers, and helps streamline tedious processes like start, stop, and transfer service. The configurable nature of ePortal allows utilities to put the information their customers want and need at the forefront, reducing service calls and providing customers answers with just a few clicks. When you implement ePortal from i3 Verticals, you’ll see improvements in customer engagement in no time.