Utilities Service Practice

Utility companies constantly battle market forces that seriously impact their profitability. The rising cost of fuel, heavy emissions controls, the unpredictability of demand, the impact of environmental forces, and outages due to aging infrastructure all present significant challenges. And in today's deregulated market, competition is fierce when consumers are on the hunt for the cheapest, most reliable energy provider.

Leading edge companies are turning to mobility to keep operational and maintenance costs low and reliability high. With a mobile utilities app, consumers can streamline communications around outages, monitor the status of service requests, pay bills, and review historical information on any device.

Leveraging our industry insight and technology expertise, we partner with utilities organizations to define and deploy business effectiveness improvement programs that help them stay ahead. From optimizing asset utilization and improving customer service to building intelligent infrastructure and complying with regulations, we help utilities organizations become mobile, agile, resilient, and proactive.

Client Challenges
•  Industry-wide deregulation and unbundling
•  Consolidation and integration resulting from mergers and acquisitions
•  Catering to the demands of Expanding markets
•  Ageing assets and workforce 
•  Changing regulation with respect to Health, Safety and Environment 
•  Increasing raw material prices 
•  Managing the Demand - Supply gap 


What does ARK Solutions Inc. provide?
Mobile solutions for the utilities industry are very timely. With mature adoption of general communication mobile applications, utility companies are moving toward process-specific applications to reap more benefits and address current challenges. With ARK Solutions, Inc. Utility Companies could go mobile and meet consumer demands like self-service account management and multiple asset management systems. We provide a unique solution by introducing UtilliSuite with unique features and benefits. With UtilliSuite you enhance your mobility which can in turn increase reliability by minimizing downtime, improving equipment uptime, and optimizing field resources to prolong the life of assets. We provide you with a solution that incorporate processes with a focus on:

•  Reducing customer wait time resulting in increased customer satisfaction
•  Reducing the customer service call volume
•  Increasing process efficiency for payments
•  Decreasing bill prints
•  Integration and learnability of the solution
•  Simplistic design with easy to maintain systems

UtilliSuite is for multiple utilities who want to engage their customers and it enables them to self-service their accounts, reduce wait time for speaking with call center agents and thereby increasing satisfaction of service.


Features

Utilli Customer Features

Utilli Call Center Features

Utilli Payment Processing Features

Utilli Field Operations Features

Utilli Admin Features

 

Utilli Customer Features

Feature Benefit
Self-service customer transactions • Simple and time saving for customer to execute transactions
  • Eliminates call hold time (24/7 availability)
  • Enables customer to view electronic bills, pay bills, dispute charges, provide meter readings, send and receive notifications/alerts,
  • Interact via Social Media channels
Access to marketing campaign information • Customer energy awareness
  • Reduce usage and cost
  • Customer can select notification media
Customer specific information available via web portal or app • Customer has instant access to account-specific information
  • Single source for information for multiple accounts
  • Outage Information Inbound and Outbound)
Schedule on-line billing • Real-time balances
  • Access to billing history

Utilli Call Center Features

Feature Benefit
Self-Service Customer • Reduces volume of Customer Service calls
Transactions • Reduce Call Center Cost
  • Focuses on the Customer's need (Satisfaction)
  • Improve customer experience (24X7 Call Center)
Marketing Campaign and Tips (Conversation, Awareness, Alerts) • Reduces cost associated with mailing marketing materials to customer
  • Near real-time relay of marketing to customers
Customer Information Visibility • Reduce volume of Customer Service Calls
Dashboard Analytics • Real-time view of customer(s) data
Customer Connect • Live Chat with the End-User

Utilli Payment Processing Features

Feature Benefit
On-line payment • Integration to multiple 3rd Party Payment Gateways
  • Integration to our own Payment Gateway
  • Enable ACH Debits (Bank Check)
  • Enable Credit Card based PCI Compliant Direct Debit
  • Improve Revenue Assurance (Profitability, Revenue Collection and Cash Flow)
  • Reduce Processing Time & 24x7 availability
  • Reduces costs (e.g. Lockbox, Postage)
  • Notification with payments due dates & late payments
  • Near real-time (15 minutes) updates into SAP of payments using our gateway
On-line billing • Increase green credentials and/or perceived awareness
  • Reduces cost associated with mailing
  • Electronic bills reduce paper waste(PDF)
  • Reduces cost of processing undeliverable mail

 

Utilli Field Operations Features

Feature Benefit
On-line payment •Reduce/eliminates field disconnects on paid accounts
  •Improve  operational eciency
  •Reduces  cost of field operations
  •Increase Customer Satisfaction
  •Integrated with UtilliService App
  •Ability  to collect credit card check payments onsite
Customer read  •Eliminates   need for a physical read by Meter Reader
  •Reduces  the amount of man hours to verify reads (high/low tolerance)
  •Avoids  over/under estimation of customer's bill
  •Expedites  the billing process
  •Decreases  the number of estimated meter reads

 

Utilli Admin Features

Feature Benefit
System Logging and Monitoring • All Transactions are logged including payment transactions for security, reconciliation and reporting
User Access Management • Ability to change or reset passwords for users
  • Robust process that is easy to maintain
  • User can have multiple accounts under single user ID
Notification Alert Management • User Group creation for broadcasting messages
  • Execution of Program Registration and Marketing Campaigns
  • Individual or group alert notifications to customer
  • Provide relevant information to customer
  • Accelerates the delivery of information to the customer