Historically, cybersecurity has taken a backseat to other utility operation priorities. Those days are over. Citing a GlobalData report titled “Thematic Research: Cybersecurity in Power,” Power Technology reports that cybersecurity has catapulted to the top of the priority list for many utilities. And for good reason — the North American Electric Reliability Corp. (NERC) found…
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Countless stats demonstrate the importance of customer service, or as we like to call it at EnSight+, customer care. Data points like the fact that investing in new customers is between 5 and 25 times more expensive than retaining existing customers and that 76% of B2B customers expect businesses to know their needs are just…
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There’s a common refrain that today’s consumer has more wants and needs than ever before. Though it’s a true statement, those various customer desires add up to one overarching theme: Fulfilling a promise. With utilities, that promise is to reliably deliver energy, with little to no interruptions. When something does break, customers expect the utility…
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In a perfect world, a field service business would operate without any hiccups. Its fleet vehicles would run perfectly, equipment would never malfunction, and materials would arrive on time every time. But here in the real world, that’s not always the case. Unplanned downtime is bound to happen at some point, and its effects on…
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The effects of the COVID-19 pandemic are sure to be felt for years to come. The pivot toward remote work has been one of the most significant changes. Companies have had to reevaluate how collaboration works across teams and projects. In field service businesses, telecommuting simply isn’t an option for technicians and other mobile workforce…
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Utilities are quickly realizing that fleet vehicles are more than just methods of transportation for their technicians. These vehicles contribute to a significant piece of the expenditure pie. When managed properly it can positively affect the company’s bottom line. Fleet-as-a-service is a concept intended to help utilities govern the way their vehicles are used. Here…
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There’s no doubt that COVID-19 created a seismic shift in how businesses in all industries operate but also how they plan for widespread and debilitating emergencies. Yet, for utility companies, c For example, data from the National Interagency Fire Center shows an average of approximately 70,000 wildfires per year—wildfires that often cause destruction and utility…
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The importance of providing a good customer experience is one of those things that all businesses know. But until you see a stat like this one from American experience management company Qualtrics, it’s hard to grasp just how important it really is: “Nearly 90% of consumers who give a company a ‘very good’ customer experience…
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There’s more to managing a budget than what is on paper. There are line items for things like employee salaries and equipment. For field service management companies, there are additional expenditures like gas for fleet vehicles. This includes unwanted waste that often can make or break a business’s attempt at meeting the budget. In today’s…
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