Once acquired, keeping customers engaged needn’t be difficult or costly. Gilmond’s My Account helps customers help themselves, reducing your cost-to-serve whilst still delivering great customer service.
Delivered in a responsive user experience, the platform can be easily accessed and used from any device. The ability to completely tailor the system to your brand means it will integrate with your existing digital strategy seamlessly. In addition, My Account capitalises on Cloud-based technology, meaning it can continue running regardless of upgrades or downtime in back end systems.
My Account also gives customers visibility of their actual, predicted and forecasted energy usage regardless of the meter they have installed. Readings can be submitted simply and validation or rejection visible. Information for the Gas and Electricity Priority Services Registers can also be viewed and updated. And the system is fully GDPR compliant (giving customers a choice on how they’d like to be communicated with, as well as requesting a Subject Access Request).
Helping customers to help themselves, we have introduced ‘Account Health’ alerts for actions such as meter readings or changes to address or Direct Debit details. Access to bill and payment histories for monthly, quarterly or annual usage, pending and past payments, FAQ’s and a messaging option also enhance the user experience, giving customers and suppliers a transparent and simple way to access information and deal with queries. Support for NPS and TNPS is also available to help you gain and measure feedback, responding to customer needs quickly.
Using secure, industry standard API technology your customer’s information is synchronised with My Account, so it can be connected to any third party CRM solution, or indeed to our SmartEBS CRM system. Additionally, and crucially, you can customise and add your own experience components to the platform through our open architecture, enhancing and complementing your customer service strategy.