Fact: modern customers have modern expectations. These include widespread features most of us use every day without realizing it, like custom notifications, accessibility options, and an adaptable user experience across devices.
It can be challenging for leading utilities looking to supercharge their outage map, reporting capabilities, or customer experience to strike a balance between rising customer expectations, functionality, and costs. While many utilities opt to either use an out-of-box software solution or custom-built software, there’s a third option that many industry leaders fail to explore despite it offering the best of both worlds.
DataCapable’s COO, Kevin Peterson, recently joined experts Susan Adam – Manager of Customer Solutions at Entergy – and Laura Gousha – VP of Engagement at Mindgrub – for a webinar and roundtable discussion as part of Chartwell’s EMACS webinar series.
In “Building Engaging Experiences through Flexible Technology Solutions,” the teams from Entergy, Mindgrub Technologies, and DataCapable dive into their unique, modern approach to implementing tailored solutions that meet the needs of utilities and their customers.
“This is about finding the right partners who can help a business deliver on its vision, its needs and its customers,” said Peterson. “The reality is: utilities are in the unenviable spot of having a lot of legacy systems and large investments while [customer and regulatory expectations] are changing faster than they ever have.”
Using their collaborative work on the award-winning Entergy customer application as a case study, the webinar’s panelists provided an overview of the benefits of combining custom software solutions with flexible off-the-shelf products to empower utilities to build tailored solutions for the needs of their customers.
Through a roundtable discussion featuring audience questions, they also explored how utilities can choose best-in-class solutions for everything from outage maps to payment systems and integrate them seamlessly into existing workflows to meet their unique needs.
“We want to break the myth that it has to be all or nothing with either a fully custom solution or a [traditional] off-the-shelf solution,” said Gousha. “Instead, we’re promoting the idea you can get the best of both worlds with this hybrid model.”
“Our experience with DataCapable and Mindgrub is that we can deliver more frequently to meet our customers’ ever-increasing expectations,” Adam added.
Watch the entire webinar below to dive into the lively discussion featuring DataCapable and other industry leaders at Mindgrub and Entergy!
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