Utility Customer Self-Service Portal
Empower Utility Customers Through a User-Friendly, Digital Customer Engagement Platform
Unify Portal 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. Unify Portal 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 i3 Unify 360 solutions, Unify Portal is designed to improve utility customer engagement and satisfaction. As a communication hub, Unify Portal 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
Unify Portal 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
Unify Portal 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 Unify Portal, 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, Unify Portal offers AI-powered chat bots to answer commonly asked questions. Unify Portal 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.
- AI-powered chat bots
- Dynamic responses pulled from configurable FAQs
- “Talk with an agent” options
- Reduced call center volume
Configurable Design and Content
Unify Portal 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 Unify Admin, Unify Portal acts as a utility customer engagement platform and communication center. To ensure key messages aren’t missed, providers can edit the content of Unify Portal 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.
- Enrollment options for customers
- Scrolling banners
- Logos, colors, fonts, content
- Templated auto responses
- No IT assistance needed
- Updates displayed in real-time
Utility-Facing Administrative Console
Unify Admin is a utility-facing admin console that empowers your business staff to view analytics and update customer facing content in real-time. Unify Admin is designed to manage, report, and analyze all channel content, activity, and settings across all components of the entire platform. We provide configurable control of Unify Portal through Unify Admin, as well as, control over customer notifications, analytics, and reporting. With its user-friendly interface and simple navigation, Unify Admin can help edit and maintain Unify Portal in real time, without the need for IT assistance.
- No IT support/intervention needed
- Comprehensive admin console
- AI-enabled analytics
- Role-based user management
- Intuitive and easy-to-navigate
- Supports co-browsing with customers
- Full reporting capabilities
Pre-Built Adaptors and APIs to Leading CIS Systems
To make it a true information hub and utility self-service platform, Unify Portal 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, Unify Portal 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 Unify Portal through real-time API integrations. By using Unify Portal, 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 Unify Portal
- Real-time updates to/from the CIS System
- One portal for all utility account information
Keep Customers In-The-Know with Omnichannel Notifications
Unify Notify engages your customer where they are, no matter the device. Unify Notify delivers multi-channel, proactive messaging to all subscribers based on customer preferences, business rules, and logic. Automated notifications keep customers aware of account changes and activity, upcoming bills, and company-wide messages. Unify Notify is highly configurable and can be used across all mobile devices in the form of SMS and email. Providing updates to the channels your customers use the most empowers your customers through transparent and convenient communication.
- Omnichannel communication
- Configurable content templates
- Interactive texts to complete actions such as payments in real time
- Highly secure and configurable
- Integrated with Unify Portal to pull data and send to customers
Unify Portal Key Features
i3 Verticals is committed to providing market-leading UX to all utility customers. Unify Portal comes equipped with countless valuable features to provide more self-service options to customers. Unify Portal is highly configurable and can work seamlessly with other i3 Unify 360 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 Unify Portal
Each year, various reporting agencies poll utility customers to identify levels of engagement and satisfaction. Over the years, Unify Portal 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 Unify Portal 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 Unify Portal from i3 Verticals, you’ll see improvements in customer engagement in no time.
Let's Problem Solve Together
Tell us a little about your needs and we’ll reach out!