Today, in the evolving world of technology and consumer expectations, industries across the board are redefining their approaches to customer service and digital interactions. Among them, energy and utilities companies are at a pivotal juncture, as customers’ service expectations mature to meet current trends and relationships with utilities to transform from a strict consumer into a multi-faceted connection.
So how can proper customer journey focus and experience-driven technology like Liferay help energy and utilities companies meet these demands? Let's first set the stage.
Evolving Customer Relationships and Expectations
Technology continues to advance toward hyper-personalization at the retail and media level for consumers, which naturally breeds similar expectations across all their interactions online. When a consumer opens Amazon and sees purchase history and similar products, the expectation of that experience when they log into their customer portal to pay bills and transact persists.
These touchpoints can be opportunities to delight customers and provide hyper-specific recommendations. However, they have not traditionally been at the forefront for energy and utilities providers. This focus is now imperative.
The relationships customers have with energy and utilities organizations have moved away from strictly consumers to multi-faceted relationships – as suppliers delivering energy back to the grid with solar panels as an example. This highlights the value in ensuring organizations are delivering accurate, personalized experiences to each individual to build brand trust and foster more engagement.
Making It Easy to Put the Customer First
Imagine logging into a customer portal where you can not only pay bills but also receive personalized energy-saving tips based on your usage patterns and your location and specific appliances.
To accomplish this, pain-staking integrations with multiple systems and administrative overhead to maintain accurate and complete integrations would be the norm. However, Liferay's CMS and portal capabilities in marketer-led personalization, coupled with Liferay Client Extensions to manage third party integrations with less technical depth, enables companies to provide relevant information and foster long-term customer relationships without the normal burden of substantial application integrations and tedious middleware development.
Efficiency in Communication and Operations with Liferay
Operational efficiency and agility are paramount in continuing to evolve to meet these ever-changing expectations. Liferay supports these goals by providing a platform that can help to optimize internal processes and promote accurate and timely customer communications. For instance, the ability to seamlessly integrate Liferay with metering systems allows real-time data collection and analysis, facilitating personalized communications to affected customers about their energy supply in the same location as their bill pay. This allows companies to sunset other technology and people processes from the communication path as well as automates the response to get customers the most up to date information as quickly as possible.
Liferay Portal Development for Energy and Utilities Companies
As energy and utilities companies navigate the complexities of modernization, Liferay’s portal solutions emerge as an opportunity in a successful digital transformation journey. By harnessing Liferay's strengths in digital experience management, personalization, and integration, these industries can not only meet but exceed customer expectations in the attention economy. The implementation of Liferay as a CMS, Customer Portal, or Supplier Portal is not just about upgrading technology — it's about transforming the entire customer journey and redefining industry standards for the better.
Americaneagle.com, Your Liferay Development Partner
At Americaneagle.com, our partnership with Liferay is essential in enabling energy and utilities companies to achieve and surpass their digital objectives. Our dedication to excellence enables us to offer a comprehensive suite of Liferay services, showcasing our expertise in Liferay implementations, API integrations, technology development, and Liferay portal development specifically for the energy and utilities sector. This includes customer portals, B2B ecommerce portals, and partner portals, ensuring our clients fully leverage this robust digital experience platform.
Learn more about Americaneagle.com’s Liferay development services and contact us today at [email protected] to get started.
If you’re interested in learning more about how the platform works, schedule a Liferay demo with one of our experts.
