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Total experience for utilities

Drive exceptional customer experiences by elevating and eliminating data silos

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Overview

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Many utilities struggle to create meaningful, personalized connections with customers. Meeting evolving expectations demands experiences that build trust and satisfaction.

Total experience for utilities solutions unify data into a single customer view, enabling teams to deliver consistent, personalized interactions across every channel. The result: high engagement, improved CSAT, and service that strengthens long-term loyalty.

Key benefits

Equip every employee with unified customer insights and a single, enterprise-wide view to deliver seamless, personalized, and sustainable customer experiences.

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  • Empower employees to better deliver service

    Give employees instant access to information with GenAI-powered assistants to make smarter decisions, boost collaboration, and deliver sustainable customer experiences.

  • customer journey icon

    Personalize communications with AI

    Create truly personalized interactions using private, generative AI to deliver tailored messaging and self-service experiences across every customer touchpoint.

  • Secure document

    Manage risk and compliance

    Ensure governance and regulatory compliance while keeping critical data secure, accessible, and accurate for daily operations.

  • Performance icon

    Boost utility customer satisfaction

    Enhance customer journeys with contact center analytics and streamlined processes for high-quality experiences that boost CSAT and strengthen long-term relationships.

Business impacts

  • Customer satisfaction

    Utilities customers expect personalized, relevant content at every touchpoint. Outdated systems create fragmented journeys that erode trust and satisfaction. Deliver tailored communications to strengthen engagement and boost CSAT.

  • Sustainability

    Consumers want to conserve energy and support sustainability goals. Standard utility communications often focus only on usage, missing chances to influence behavior. Deliver targeted, educational messages that inspire sustainable consumption.

  • Employee productivity

    Employees often waste time searching for data scattered across systems and departments, delaying resolutions and frustrating customers. Unify information and enable quick access to boost efficiency, speed service, and improve satisfaction.

  • Customer insights

    Employees need complete visibility into customer history, preferences, and behaviors to deliver efficient, sustainable service. Eliminate data silos to integrate information sources to provide a unified, real-time customer profile.

  • Security and compliance

    Utility teams need customer data, but unrestricted access exposes sensitive information and creates compliance risks. Apply role-based permissions to safeguard privacy and enforce privacy policies.

Leaders trust OpenText

See how utilities are succeeding with solutions that deliver a total experience.

See more success stories
FARYS logo

FARYS accelerates customer communications management with OpenText solutions

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Salt River Project logo

Salt River Project optimizes accounts payable with OpenText and SAP

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Snohomish County Public Utility District logo

Public utility fuels digital transformation with OpenText

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ENGIE Italia logo

ENGIE Italia delights customers with seamless, responsive services

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Chamber of Electric Energy Commercialization logo

OpenText streamlines move to a new energy pricing model with advanced

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FAQ

There is no customer experience without employee experience. Total Experience for utilities is a set of OpenText products that transforms customer, employee, and operational experiences.
Read the executive brief to learn more

According to J.D. Power, overall business customer satisfaction with electric utilities has reached an all-time low driven by a combination of steadily rising prices and a perceived lack of concern for their needs, support, and engagement.[1]

Furthermore J.D. Power points out that, “unless utilities bring their customers along, utilities will struggle to achieve their clean energy goals they have put in place for the coming decades.”[2] The key word in this statement is “along,” which signals that the sustainability journey is built on a relationship between the utility, its employees, and customers.
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The utilities sector will never move this slowly again. Despite the substantial productivity gains the industry has seen in the past decade, the tempo is only going to increase.

AI, analytics, and the Internet of Things (IoT) are key technologies to accelerate operational efficiencies, improve customer satisfaction, and personalize customer communications. By applying AI to information management, utilities can gain the full strategic value of data faster and across diverse sources.

OpenText is the world’s leader in information management and offers the most complete and integrated platform to deliver total experiences. We serve hundreds of utilities across the world, including 24 of the top 25 by market cap, in their information management journey to organize, integrate, protect, and automate data. No information management platform is more secure or scalable to manage high volumes of information at various customer lifecycle stages.

Explore the components of the solution

Products

Total Experience for Utilities solutions include a simplified, composable platform where components can be plugged in as needed.

Professional Services

OpenText combines end-to-end solution implementation with comprehensive technology services to help improve systems.

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