In the utility management industry, companies face mounting pressure to reduce customer support costs while providing faster, more convenient service. Manual handling of simple requests like address updates consumes staff time and creates delays. To remain competitive and improve the resident experience, companies are turning to automation and self-service.
Challenge
The company's customer service team was overwhelmed with:
- Routine requests such as address changes
- Processing these updates required manual data entry, validation, and system updatesslowing turnaround times and increasing operational costs.
- High call volumes also limited the team's ability to focus on more complex, high-value customer needs.
Solution
- The company implemented Decisions to power self-service workflows through its website. Residents can now submit requests online via intuitive forms. These requests are validated within Decisions to ensure data quality before updating internal systems, eliminating manual rework. Workflows automatically guide residents through the process, creating a consistent and scalable experience.
Differentiators
- Flow Engine Differentiators: No-code workflow design enabled rapid rollout of new self-service processes without heavy developer involvement.
- Rules Differentiators: Built-in rules validated resident data in real time, reducing errors and ensuring consistency across systems.
- Decisions iPaaS: Integrated workflows with existing internal systems, ensuring seamless data exchange and auditability.