In the utilities business, customer satisfaction is always driven by one key factor – communication. No matter how you interact with your customers, connecting them to the right person quickly and painlessly plays a major role in your ability to keep customers satisfied with your service. But all too often, inadequate contact center operations stand in the way. Many utilities lack the functionality to intelligently route customer calls using information leveraged from their customer relationship management system.

The fact is, your communications network shouldn’t stop at the doors of your contact center. You depend on a wide variety of people throughout your enterprise to serve your customers – and these people need to be just as available as your call agents. This paper explains how SAP® Business Communications Management software provides a flexible multichannel, all-IP business communications platform that you can use to deploy IP telephony for everyone who needs it. This includes your inbound and outbound contact centers, field operations, marketing and sales groups, and even your outside contractors.

Continue reading to learn how SAP® Business Communications Management software works with SAP CRM to provide improved customer satisfaction without any costly cumbersome integration issues.