Customer Engagement for Municipal Utilities
Demonstrate your commitment to your community and sustainability.
Your Customers are Your Community.
Be there for them.
What’s at the Heart of Your Service?
Engagement. Education. Satisfaction.
Municipal utilities are the heart of a city. And at the heart of every municipal utility is a deep commitment to enhancing your residents quality of life.
But providing for your residents can be a challenge if your city is rapidly growing and your infrastructure, technology, budgets, and staff resources can’t keep up with demand. You’ve found there’s no internal source of truth. Municipal leaders face constant pressure trying to meet voter expectations. Improving customer satisfaction is key to ensure complaints don’t escalate.
Showing up for your residents starts with real customer engagement.
To truly show up for your residents and customers, you need to have resources in place to set your utility-and your city-up for success. This means offering modern solutions for a modern generation. It means empowering your customers to make responsible choices with their energy usage and helping them implement energy solutions in their own home, all while supporting your commitments to clean energy and carbon reduction goals.
Better Communication, Not More
Customers want to know you’re looking out for them. This means clear communication about rate changes, their bill, and how they can help achieve city sustainability goals.
But limited resources make consistent, helpful communication a challenge. It’s difficult to track customer interactions and manage complex processes, like rebate applications, efficiently.
Technology can help. By using data, you can send targeted information to customers and answer their question even before they ask.
Go beyond simply notifying customers their bill is ready. Engage them with personalized videos and texts about energy use throughout their customer journey – from move-in to move-out and every milestone in between.
Use existing customer data to pre-fill forms and simplify enrollment. Manage programs efficiently – from application to rebate payout – with clear visibility into each step and assigned responsibilities, reducing call center volume and improving team efficiency.
Empower your customers to make informed decisions that lead to energy savings and program participation—exactly what city leaders want to see. Easily run reports to see exactly how you’re performing against your goals. Use that data to justify what you’re doing and secure more budget. Watch your customer satisfaction scores soar.
Brillion’s End-to-End Customer Engagement Application Suite
Only Brillion’s comprehensive engagement platform handles the end-to-end user experience.
Grab your customers’ attention with engaging videos instead of walls of text. AI and behavioral science help send the perfect message to each customer exactly when they need it.
Guide your customers toward energy savings. Show them the benefits through self-serve tutorials, personalized calculators, virtual audits, educational content, and more.
Streamline your program delivery and rebate reimbursements with automated workflows. Track program participation and energy savings for regulatory reporting, and give customers the real-time updates they’re asking for.
Supporting You At Every Step
Reimagining the way you engage doesn’t happen overnight. Our team is here to help you change the way you do business.
Technical
Get assistance from our Application Support Team or from your Account Executive.
Training
We work hand-in-hand with you to ensure smooth implementation of all applications within your utility.
Marketing
Support and materials to help drive traffic to your new online content and applications.
Munis Want to Know…
Brillion Engage incudes survey capabilities to gather customer feedback. The Engage Scorecard displays number of surveys sent, number of responses received, and the overall response rate, plus detailed verbatim from written responses and aggregated scores from rating scale questions.
Brillion uses the data provided by municipal utilities to gain insights to deliver the right content. Using data provided by utilities, like customer, building, and energy consumption data, Brillion Educate delivers the programs and offers your customers are more likely to act on. Brillion Educate uses AI to simplify complex topics without sacrificing the quality of information delivered.
Educate prioritizes the user experience with a clean and simple ADA compliant interface design that can be adapted to your brand guidelines. We know that user-friendly experiences lead to higher completion rates and program enrollment.
An important focus area of our platform is to enable municipal utilities to virtually audit as many households and businesses as possible, identify home and business owners that are most relevant to the programs you serve (highest cost savings), and incentivize them to participate in programs as cost effectively as possible.
More users on the platform is beneficial for you – the pricing of the platform and way platform was configured helps municipal utilities cater to a growing population that is digitally savvy. As you grow, we as a partner can and will grow with you.
Fulfill is built on the Salesforce platform. It uses a combination of the platform’s native, powerful out-of-the-box reporting, dashboarding, and analytics functionality, along with its own purpose-built industry tools, to track program budgets, goals, and KPIs. Through a discovery process, the system is configured to monitor specific metrics that program teams need to evaluate performance. This allows for effective tracking of progress towards goals, budgets, and timelines.