ProcedureFlow has announced a partnership with the consultancy group Skewb, aiming to enhance knowledge management across the utilities sector.
Offering a single source of truth for every process, ProcedureFlow provides a popular knowledge base system. Such a solution centralises knowledge sources, reducing errors and creating CX consistency.
In the modern multichannel contact centre, this capability is increasingly critical.
The solution also connects the enterprise, spreading information across the company and eliminating knowledge siloes. In utilities, this proposition is critical to improving business processes.
While stressing the value of re-evaluating and enhancing processes through better knowledge management, Daniella Degrace, CEO of ProcedureFlow, says:
Our shared focus [with Skewb] and commitment to adding value to the customer experience through process optimisation is why this partnership is a great fit.
By sharing intelligence across the business, utilities companies have a unique opportunity to improve inter-departmental relationships, harness information in new ways, and update these processes to deliver seamless experiences.
Fail to do so, and many well-established utility providers risk losing out to some of the industry’s many new start-ups. As a 2021 Delloite article suggests: “If they do not meet expectations, some customers might develop stronger relationships with new entrants competing with utilities or become independent of the grid.”
Such a prophecy will worry many. However, after forming the partnership, Skewb hopes to help unify utility companies and create comprehensive CX transformation plans.
Making this point, Shashi Seshadri, CEO and co-founder of Skewb, says
With ProcedureFlow, we can offer an enduring solution to our clients, ensuring transformation activities are not only delivered but embedded, enabling a higher ROI whilst maximising on employee satisfaction.
Alongside employee satisfaction, the CX transformation projects that the partnership aims to enhance are also likely to increase customer satisfaction (CSAT). Doing so is crucial to keep up with industry leaders.
A recent McKinsey & Company survey emphasises the disparity in customer experience performance among utility companies. The report, which surveyed 20,000 residential utility customers, states: “Top-quartile performers [are] seeing three to four times higher net customer satisfaction than those in the bottom quartile.”
To catch up, utility companies may use knowledge base articles to help other departments overcome common customer queries and meet emerging needs.
Also, as anyone can suggest improvements to knowledge content, new best practices continuously arise. These may then be spread across the company, driving further consistency and reducing errors in the process. Do so successfully, and CSAT will only head in one direction.
