© 2015 Fair Isaac Corporation. All rights reserved. 1

The utility industry is facing an era of disruption. Customers now have more options, as well as an increased level of sophistication. They want more information from their utilities in order to gauge the value of their service. They also want efficient and timely communications for everything from outages, billing and payments to energy usage. Now more than ever, they are looking for service and communication through the communication channels they prefer.

A Cutomer-Centric Shift for UtilitiesAccording to J.D. Power and Associates, younger customers prefer to get outage information from utilities through text messages, on websites and through smartphone applications, while older customers still prefer being called by the utility or receiving outage information through news media reports.

With this more customer-centric shift comes the need for utilities to deliver the right messages at the right time through the channels the customer prefers — while staying compliant with shifting regulations. Expectations are high at a time when most utilities need to stay focused on minimizing operational expenses. But customer-centricity, new regulations and cost consciousness don’t have to be mutually exclusive. An advanced, automated mobile communications system can lead the way to customer satisfaction, regulatory compliance and reduced expense.

FICO® Customer Communication Services dramatically simplifies the challenge of communicating with the ever-growing demands of a utility customer, giving utilities the ability to easily support:

Billing and PaymentsGive customer the options they want for receiving bills and making payments, including phone, mobile device, website and mail. Significantly reduce operational costs and increase customer satisfaction with easy, automated payments.

EXECUTIVE BRIEF

Improve customer communications while reducing costs

FICO® Customer Communication Services helps utilities achieve:

Rapid time-to-value: increase customer engagement by reaching

75% of all customers selected.

Streamlined and automated collections: achieve greater success,

reduce costs and improve customer loyalty.

Improved productivity: drive more efficient issue resolution without

adding resources.

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EXECUTIVE BRIEFOmni-Channel Communications for Utilities

CollectionsImprove collections by empowering the customer with options for receiving notifications and reminders through their preferred channels. Greatly reduce collections expenses with proactive, automated prompts for customer payment.

Outage CommunicationsIncrease customer satisfaction and ensure compliance before, during and after outages. Give customers access to outage information the way that works best for them, including through email, text and mobile app. Reduce operational costs by minimizing calls to the call center for updates.

Automated Customer EngagementReduce live agent involvement while keeping the lines of communication open around energy usage data, complaints, scheduling and issue resolution through cross-channel communication, including mobile alerts, messaging and real-time customer dialogue.

Learn more about how FICO® Customer Communication Services can help you better support the way your utilities customers want to communicate.

Go to: www.fico.com/ccs

Meeting customers’ changing communication needsA growing number of consumers prefer to conduct business communications using their mobile devices with mobile apps, voice, SMS and email. Many have a preference for the type of communication they receive on each.

With FICO® Customer Communication Services, utilities can:

• Improve customer satisfaction

• Communicate when and how customers want

• Optimize resources by giving customers self-serve options

• Stay aligned with CAN-SPAM and local regulations

• Address and resolve collections more quickly

• Reduce operational costs with flexible, advanced technology

• Adapt to new channel preferences easily

• Be less reliant on IT support

Proactive communication increases utility customer satisfaction by 12%

JD Power and Associates 2014 Utility Customer Satisfaction.

ProactiveCommunication

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TraditionalCommunication

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