ProcedureFlow has announced a partnership with the consultancy group Skewb, aiming to enhance knowledge management across the utilities sector.
Offering a single source of truth for every process, ProcedureFlow provides a popular knowledge base system. Such a solution centralises knowledge sources, reducing errors and creating CX consistency.
In the modern multichannel contact centre, this capability is increasingly critical.
The solution also connects the enterprise, spreading information across the company and eliminating knowledge siloes. In utilities, this proposition is critical to improving business processes.
While stressing the value of re-evaluating and enhancing processes through better knowledge management, Daniella Degrace, CEO of ProcedureFlow, says:
Our shared focus [with Skewb] and commitment to adding value to the customer experience through process optimisation is why this partnership is a great fit.
By sharing intelligence across the business, utilities companies have a unique opportunity to improve inter-departmental relationships, harness information in new ways, and update these processes to deliver seamless experiences.
Fail to do so, and many well-established utility providers risk losing out to some of the industry’s many new start-ups. As a 2021 Delloite article suggests: "If they do not meet expectations, some customers might develop stronger relationships with new entrants competing with utilities or become independent of the grid."
Such a prophecy will worry many. However, after forming the partnership, Skewb hopes to help unify utility companies and create comprehensive CX transformation plans.