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Digital Customer Engagement

Digital Customer Engagement

Digital Customer Engagement

We develop intuitive, secure consumer portals and mobile applications that empower customers with self-service capabilities—from bill payment and usage monitoring to outage reporting and service requests.

We develop intuitive, secure consumer portals and mobile applications that empower customers with self-service capabilities—from bill payment and usage monitoring to outage reporting and service requests.

Helen Reeves

Designer

This project reinforced the importance of building user-centered features that offer value beyond aesthetics

Transform your customer relationships with intuitive, secure, and intelligent digital experiences. We build consumer portals and mobile applications that empower customers, reduce operational costs, and turn your utility into a valued partner in your customers' daily lives.

Transform your customer relationships with intuitive, secure, and intelligent digital experiences. We build consumer portals and mobile applications that empower customers, reduce operational costs, and turn your utility into a valued partner in your customers' daily lives.

Today's consumers expect seamless, 24/7 digital access for everything—including their utility services. High call volumes, reactive communication, and a lack of self-service options lead to customer frustration, low satisfaction scores (CSAT), and an unnecessarily high cost-to-serve.

Today's consumers expect seamless, 24/7 digital access for everything—including their utility services. High call volumes, reactive communication, and a lack of self-service options lead to customer frustration, low satisfaction scores (CSAT), and an unnecessarily high cost-to-serve.

Today's consumers expect seamless, 24/7 digital access for everything—including their utility services. High call volumes, reactive communication, and a lack of self-service options lead to customer frustration, low satisfaction scores (CSAT), and an unnecessarily high cost-to-serve.

Our Solution

Empowered Customers, Efficient Operations

Virtuoso designs and develops customer-centric portals and mobile applications that are seamlessly integrated with your backend billing and operational systems (CIS). We focus on creating an intuitive user experience (UX) that makes it easy for customers to manage their accounts, monitor usage, pay bills, and interact with your utility on their own terms. This digital-first approach builds trust and frees up your support teams to handle more complex issues.

Key Capabilities:

  • Secure Bill Payment & Account Management: Simple, secure options for viewing history, making payments, and managing account details.

  • Personalized Usage Analytics: Interactive charts and insights that help customers understand and manage their energy or water consumption.

  • Real-Time Outage Reporting: Proactive outage notifications, GIS-based outage maps, and estimated restoration times.

  • Automated Service Requests: Digital forms for common requests like moving in/out, payment plans, and service inquiries.

  • Targeted Communication & Alerts: Personalized notifications for high bills, payment reminders, and conservation tips.

Business Impact:

  • Increase Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by over 20 points.

  • Drive Digital Self-Service Adoption to over 70% within the first year.

  • Reduce Call Center Volume and operational cost-to-serve by up to 30%.

  • Enhance Brand Reputation as a modern, customer-focused service provider.