Trunity Connect a gateway to customer service excellence for utilities
Trunity has unveiled Trunity Connect, a SaaS (Software-as-a-Service) cloud solution, hosted in secure data centers located in the United States, as a way for utilities and other businesses to build customer loyalty.
The current economic climate is putting cost pressures on utilities. Customers have become more sophisticated and discerning over time, and their service expectations have increased accordingly. Combined with competition from other energy sources offered by high-tech private companies, customers simply expect more from utilities and are willing to search for lower cost, higher quality alternatives. Additionally, the 24x7 news cycle has raised the public's expectations of utilities in response to natural disasters.
With the speed of the Internet, a poor response can ruin a utility's public image in an instant. Trunity Connect gives the utility control over their public image by engaging customers and managing the conversation. The cloud solution reduces the development and support burdens of internal IT groups. Customer data is protected and safe, utilizing 128-bit password security encryption, automatic back-up and redundant storage. Utilities control the access, encouraging candid conversation in a private setting.
Utilities can take advantage of content management on Trunity Connect to organize information, giving employees real-time access to resources and manuals. This alone will increase customer satisfaction, but customers also become better educated. Utilities will have views into real public opinion and can respond quickly to avoid a negative public image.
An industry serving the public directly should have a direct line to the opinions and needs of the public. This will improve image, productivity, and satisfaction of both customers and employees. Utilities serve more than 46 million American families, most of which currently use social media or the internet for communication. This number will only increase, and utilities should be thinking ahead to a time when Americans will find online communication more natural than traditional support methods. Currently, utilities cultivate a cutting edge image by leveraging a social media approach with customers.
The internet is predicted to be the primary source of information on companies and their products and services. It is also likely that most consumers will voice their opinions and discuss these products and services online. Trunity Connect gives the company the opportunity to monitor and manage that customer discussion while at the same time digitizing traditional customer loyalty clubs, customer call centers, face-to-face focus groups, training seminars, and file management, creating a highly effective customer relationship management tool.
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