Utilities

By leveraging our expertise in customer acquisition strategies and retention efforts, we assist clients in effectively targeting the right customer segments, minimising churn rates and maximising customer lifetime value. Our end-to-end service model ensures seamless handling of customer enquiries, sales interactions and billing processes.

Probe CX offers cost-effective solutions through our dual onshore and offshore presence, providing the flexibility to cater to diverse geographical requirements seamlessly. This global footprint enables us to leverage a diverse talent pool and deliver exceptional service across regions. Whether it's building training programs, modules or facilitating staff journey mapping, our back-of-house capabilities ensure efficient operations and while optimising costs.

We help clients stay ahead of the curve by continuously monitoring energy market trends, adapting to industry dynamics and implementing innovative strategies to maintain competitiveness. Our agile approach enables clients to respond swiftly to pricing fluctuations, emerging technologies and changing consumer preferences, ensuring sustained relevance in a dynamic marketplace.

Probe CX offers a wide range of customer service solutions tailored to the unique challenges faced in the utilities industry. From managing enquiries across multiple channels to handling third-party interactions, collections, investigations and ombudsman complaints, our end-to-end support empowers clients to deliver exceptional customer experiences at every touchpoint.

We provide a range of services tailored to the challenges faced in the utilities industry, including:

Embracing digital transformation is integral to our service offering. At Probe CX, we specialise in empowering clients to overcome legacy system limitations through modernised solutions and technologies, enhancing operational efficiency, data management and customer engagement. Our initiatives facilitate the transition from outdated systems to innovative platforms, supporting agile operations and seamless integration with emerging technologies.

We offer specialised digital communication channels including email, web chat and social media management, aimed at enriching customer engagement and satisfaction. Moreover, our expertise extends to virtual power plants, enabling clients to harness digital technologies for efficient energy management and optimisation.

We excel in delivering hyper-personalisation by leveraging a suite of advanced analytics tools and capabilities. Our suite includes state-of-the-art data analytics platforms, such as machine learning algorithms and predictive modelling software. These tools allow us to analyse vast amounts of customer data precisely and accurately, uncovering valuable insights that drive personalised marketing strategies. Additionally, we utilise sophisticated customer segmentation techniques, leveraging tools like customer segmentation software and cluster analysis. By segmenting target markets based on demographics, behaviour and preferences, we can tailor marketing efforts to specific customer groups, maximising relevance and engagement.

Furthermore, our expertise extends to Voice of the Customer (VoC) analysis tools, which enable us to capture and analyse customer feedback from various touchpoints, including surveys, reviews and social media. We also leverage virtual agents and conversational AI for contact centres to enhance customer interaction.

In conjunction with these tools, our proficiency in digital marketing, customer relationship management (CRM) systems and data-driven decision-making ensures seamless execution of hyper-personalised strategies. We leverage advanced marketing automation platforms to deliver personalised content across multiple channels, such as email and website interactions.