Customer service
Billing, service and outage inquiries handled by phone, email and chat.
Utilities support outsourcing — customer service, billing inquiries, meter coordination, collections support and reporting — with specialists trained on your systems and regulations.
Utilities handle high volumes of customer contact — billing inquiries, payments, meter readings, service requests, outages and complaints. When internal teams can't keep up, wait times grow, regulator complaints rise and customer trust drops.
Opervics runs utilities support as a managed function — customer service, billing inquiries, meter coordination, collections support and reporting — with specialists trained on your CIS, policies and regulatory requirements.
Billing, service and outage inquiries handled by phone, email and chat.
Usage questions, high-bill reviews, adjustments and payment plans.
Payment processing, arrangements, reminders and disconnect workflows.
Meter reads, service requests and field visit coordination handled.
Outage reports, status updates and customer notifications handled.
Volume, response time, resolution rate, complaints and CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
High call volumes create hold times and abandoned calls.
Storm, weather and rate-change events spike contact volume.
Different agents explain usage, rates and adjustments differently.
Unresolved complaints escalate to PUC/PSC — with penalties.
Reminders, arrangements and disconnects handled inconsistently.
Nobody tracks response time, resolution rate or complaints.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Access, change management, monitoring and incident response aligned to SOC 2.
PII and payment data handling defined with your compliance team.
Role-based access to CIS, payment tools and CRM — scoped and audited.
Volume, response time, resolution rate and complaints reported weekly.
Customer service, billing inquiries, payments and collections support, meter and service coordination, outage support and reporting.
Oracle Utilities, SAP IS-U, Harris NISC, VertexOne, Itron, plus Zendesk, Salesforce and Amazon Connect.
Electric, gas, water, wastewater, telecom and multi-service municipal utilities.
Yes — 24/7 coverage and storm-event surge capacity can be scoped with defined escalation rules.
Volume, response time, resolution rate, complaints and CSAT — reported weekly.
Per contact, per FTE, or a monthly retainer — agreed upfront.
A short conversation is usually enough to scope the queue and propose a starting point.