Gas, electricity, and water bills are known to be a pain point for consumers. But it’s also a huge pain point for utility companies managing all the billing, customer communications, record-keeping, and compliance processes. They have to ensure smooth customer support and automate billing to offer customer service that meets expectations and regulatory demands.
Therefore, we want to dedicate this article to utility companies. If you are about to join this industry or looking to digitally transform your current customer communications management, our tips will help you.
Inkit has collected top questions asked by utilities that need to optimize their customer communications management. You will learn what communications utilities need to send, how long they have to keep records, how they optimize customer communications management, and more.
#1. What Communications Are Sent by Utilities?
Monthly bills are the primary type of customer communications in utilities. These are electric, natural gas, water, and waste bills that charge customers for consumed resources. Most utility bills are delivered every 30 days and must be paid shortly. Today utilities can provide bills both online and offline depending on the customer preferences. In addition, utilities send responses to consumers’ claims and requests, audit documentation, inspection records, etc.
Some utility companies also send marketing materials. Their marketing teams leverage digital and offline communications channels to attract more customers. 33% of utility consumers are ready to switch services if the customer experience is lacking. Hence, customer engagement, retention, and loyalty campaigns have their place in the utility industry.
Check out Utility Bill Printing and Mailing Services Guide
#2. Why Do Utility Companies Need to Keep Records of Communications?
First of all, record retention is required by law. It’s not a free choice of utility companies, and they can get considerable fines for violations. Yet, apart from regulatory compliance, utilities can benefit from record-keeping in many other ways. Document retention helps them minimize litigation risk, support better decision-making within an organization, and make services more transparent. If a customer registers an unlawful claim against a utility company, the retained communications will allow the latter to protect their interests.
#3. How Long Do Utility Companies Keep Records?
Different rules work for different kinds of utility communications:
- Customers' service applications and contracts must be retained for four years after expiration.
- Copies of tax returns filed with taxing authorities must be kept for two years after the final tax liability is specified.
- Utility bills are stored for a year.
In most cases, utility companies develop a regulatory compliant schedule that manages document retention and destruction. To learn more about the timelines for public utilities, natural gas, and oil pipeline companies, visit this page.
Note that it’s also recommended to store copies of casual customer communications like emails. They will serve as a knowledge base to provide better customer service and enhance the quality of customer communications.
#4. What Software Helps Utilities Automate Customer Communications and Record-Keeping?
To automatically retain and deliver communications, utilities need customer communications management (CCM) software. Such client communication platforms create personalized documents or communications and send them to people through different channels. In the case of utilities, these will be either email or direct mail. The utility servicing teams that support apps can also use customer communications management systems to display pop-ups or in-app messages. All the delivered messages and documents are automatically stored in the CCM system for record-keeping.
The work of CCM software is trigger-based and depends on how a customer interacts with a utility. It means that the documents are automatically delivered once a specific event or action happens. For example, if the billing date approaches or a customer has forgotten to pay the previous utility bill.
Read the A to Z of Electronic Invoicing, Invoice Rendering, and Automation
