Utility Industry Solutions

Today’s electric, gas and water utilities are facing a number of long-term challenges to reduce costs, enter new markets, improve customer service and comply with more regulation. But most utilities struggle to meet these requirements, hampered by rigid, inconsistent processes and disparate back-end systems that impede agility, efficiency and responsiveness.  Pega, the market leader in Business Process Management (BPM), Case Management, Business Rules and Decision Management and CRM, offers a range of solutions to meet the needs of today’s utilities.

Unlike inflexible packaged applications or labor-intensive custom applications, Pegasystems delivers an unprecedented level of flexibility and puts change into the hands of business owners. With Pega solutions on the cloud and on-premise, you gain the agile process intelligence you need to not only meet the needs and expectations of customers and regulators – but also drive productivity across every corner of the business, reduce risk and ensure compliance.

Reduce costs by embedding best practices and regulatory requirements into end-to-end automated processes involved with meter to cash management. Use advanced analytics to increase customer satisfaction with targeted campaigns related to core initiatives like advanced metering, paperless billing, energy efficiency programs, demand side management offers and outage notification.  Leverage real-time decisioning to automatically trigger pertinent Smart Grid operations, distribution network notifications, or fraud detection. Enhance the service experience by guiding agents through complex interactions designed to reach the best outcome for both the customer and your utility.

With Pegasystems at your side, your electric, gas or water utility will continuously improve and transform your business.

Major Benefits

  • Increase customer satisfaction ratings by 5 points
  • Decrease call handle times by 40%
  • First contact resolution improved by 30%
  • Increase automation of manual processes by 40%
  • Increase upsell rates for utility programs by 30%
  • Increase utility customer self-service fulfillment by 20%
  • Integrate and extend disparate billing, metering, GIS and other systems, making business changes in within days/ weeks vs. months/years

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Collections Solution for UtilitiesLeverages core BPM, CRM, and real-time decisioning best practices to enable collection of a higher margin of outstanding debt, without increasing costs.
Customer Relationship Management for UtilitiesUtilities must strike the right balance between customer expectations and business objectives to deliver an experience that benefits both the utility and consumers.