InMoment for Utilities
Customer Intelligence for Utilities Leaders
Transform Regulatory Compliance into Competitive Advantage
Start Improving CX Today!
Our Customers
Synergy Energy Makes a Big CX Impact with a Small Team through Democratising Data
- 10.3% Increase in Business Contact Centre Customer Effort Score from FY19 to FY20
- +1000 dashboard logins per month (compared to <200 in early 2019)
Large Telco Identifies ~$6M in At-Risk Annual Revenue
- Identified ~$6M in annual revenue at risk due to 71% of negative feedback associated with one topic
- 3,000 customers identified as likely to switch providers in the next six months
Reliant: Launching a Customer Experience Insights to Action Forum
- Custom dashboards developed on-the-fly to found new business intelligence based on up-to-the minute feedback
- Previously overlooked customer pain points ensured relevant stakeholders saw impact of company decisions on customers more effectively
Serving Your Customer Requires You to Understand Them
Utility companies face mounting pressure to deliver exceptional customer experiences while navigating complex regulatory requirements, aging infrastructure, and increasing competition from renewable energy providers
Stronger Signals
Richer Insights
Smarter Actions
Provide Stand-Out Experiences for Your Evolving Customer With InMoment
From in-store interactions to digital journeys, we enable retail teams to understand intent, improve operations, and deliver consistent value across every touchpoint.
Stronger Signals Maintain High Customer Service Standards
Utility companies need a flexible, modern system designed to collect, connect, and analyze all forms of feedback from wherever they exist. The XI Platform helps utilities measure experiences, track results over time, and uncover intelligence like billing concerns or utility-related issues.
Richer Insights Identify Root Causes of Service Concerns
Industry-leading text analytics, impact modeling, and AI-powered conversation intelligence enable utilities providers to understand the most influential operational factors on customer loyalty and predict service disruptions — before they occur.
Smarter Actions Deliver Consistent High Quality Experiences
Using our alert-based case management solution, you can immediately learn from and take action on service quality concerns and complaints coming into the call center, your website, or social channels.
AI-Powered Regulatory and Compliance Intelligence
Utilities face complex reporting requirements to regulatory bodies (like PUCs, FERC, etc.) that often require detailed customer satisfaction metrics, service quality data, and evidence of customer-centric decision making. AI can automatically transform unstructured customer feedback into structured documentation that demonstrates proactive customer care.
Industry Leading Text Analytics Mitigate High Swifting Costs
Text analytics enables utilities to proactively identify service issues, optimize crisis communications, and demonstrate regulatory compliance before problems escalate into customer defection triggers.
Predictive Insights Prevent Issues Before They Escalate
Utilities generate massive volumes of customer feedback data daily—from service calls about flickering lights to social media complaints about billing errors. Predictive insights analyze these patterns before they become widespread problems
Conversation Summarization for Field Service Excellence
InMoment’s generative AI automatically summarizes and analyzes 100% of field service conversations — from technician visits, meter readings, service installations, emergency repairs — identifying service quality trends, safety concerns, and customer satisfaction drivers that directly impact regulatory compliance and operational efficiency.
A Full Suite of Solutions for Every Utilities Use Case
InMoment’s comprehensive suite of solutions addresses the full spectrum of utility operational needs—from enhancing employee engagement and safety to optimizing self-service experiences and managing crisis communications. Utility providers can deliver exceptional customer experiences that drive regulatory compliance, operational efficiency, and long-term customer trust across all touchpoints.
Tap Into the Power of Your Employees
In the Utility industry, employees are an important component of improving the customer experience. The XI Platform captures feedback from employees who directly interact with customers and gathers intelligence about employees’ perceptions of their safety on the job, processes, and company culture.
Enhance Your Self-Service Experience
In a highly commoditized industry, how do you differentiate beyond price? Using our industry experts and best practices is just the ticket to help you reduce operational costs by creating an outstanding self-service experience (online, phone, SMS, or chat). We can help you understand how much specific touchpoints impact your customers’ satisfaction.
Where Safety, Reliability, and Profitability Meet
It’s easy for consumers to take their utilities for granted. Flip a switch—the light goes on. Turn a knob—there’s heat to make dinner. But when a storm causes extensive outages and damage to power lines or the economic environment means customers can’t afford to make a payment — interactions with utility companies are few and far between, but when they happen, they matter immensely.
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