Energy & Utilities
A unique environment where the quality of the customer experience is often linked to a public service mission. The value chain in this sector requires a deep understanding of the interdependencies between different types of operators—producers, transporters, distributors, and billing agents—to effectively support customers and end-users.
Generally, remote customer relations in this industry are also heavily influenced by strict regulatory frameworks and very high consumer expectations, given the essential nature of the services provided.
Key Trends and Transformations in Your Sector
Customer Relations Involving Technical Concepts
Many companies in the energy and utilities sector face customer interactions that involve meters, technical interventions at home, and significant physical risks. In this context, the ability to educate and provide a comprehensive understanding of these topics is essential.
Responsiveness During Service Disruptions
By nature, energy, water supply, and waste services are vital to citizens’ comfort and safety. Any interruption or disruption leads to significant dissatisfaction and stress, resulting in a surge in customer contacts. The ability to anticipate and manage these events is crucial to delivering a high-level customer experience.
Compliance with Regulatory Obligations
Customer relations are governed by strict requirements (e.g., duty to inform, data protection, dispute resolution, support for vulnerable customers), demanding a rigorous approach to data management, identification of sensitive customers, and adaptation of processes to specific situations. The presence of a mediation body is also a sector-specific feature.
Significant Seasonality
Depending on the market, two life events generate high interaction volumes: moving in/out (triggering subscriptions) and adjustment bills. The former is generally seasonal, peaking in summer, while the latter also follows seasonal patterns (such as post-winter billing). This reality requires operational flexibility and the ability to handle wide variations in the nature and volume of requests.
Increasing Digitalization and Self-Service Journeys
Customer journeys in this sector are particularly suited to automation and customer self-service. In some cases, smart meters enable remote operations like readings and help ensure the reliability of certain actions. Additionally, the data collected for many exchanges between customers and operators often requires minimal or no intervention from customer service.
Our Approach
Armatis is your specialized, experienced partner, holding all the necessary certifications to guarantee operations that meet the highest standards—leveraging people, technology, and data.
Putting people at the heart of digital transformation
Turning regulatory constraints into opportunities for trust
Enhancing every interaction to deepen customer relationships and knowledge
Key Figures Shaping the Customer Experience in Energy & Utilities
87 %
of customers say a single poor service experience is enough to drive them away from a provider.
37 %
of customers do not feel confident using their energy provider’s digital services.
86 %
of traditional energy consumers are interested in generating their own electricity through means like solar.
62 %
of consumers have encountered problems using their energy provider’s digital services.
30 %
of consumers are confident their energy will remain affordable, while 72% say they could not absorb a 10% increase in their bill.
56 %
of utility customers use their provider’s mobile app to interact with customer service, up from 38% in 2022.
Our Commitments and Points of Pride to Ensure Your Performance
Top 5% of companies for CSR performance.
International standard guaranteeing information security.
Recognition of the highest level of societal engagement.
Proactive compliance with new European cybersecurity requirements.
Case Studies: Measurable Results
Comment réussir l’externalisation de la Relation Client Banque par BNP Personal Finance ?
Comment un leader du retail optimise l’expérience client premium grâce à l’innovation et à l’omnichannel
Au coeur de l-expérience Client eSky
eSky: How customer relations and strategic outsourcing drive global travel success
Our Tailor-Made Solutions for your sector
Omnichannel Customer Service
Phone, email, chat, messaging, and social media—handled by advisors trained in both the emotional and regulatory challenges of the sector.
Sales & Portfolio Management
Acquisition, loyalty, upselling, and portfolio monitoring—driven by behavioral data insights.
Technical Support & Helpdesk
Level 1 and 2 support for your banking applications, insurance platforms, and digital tools.
Middle & Back-Office Management
KYC, document verification, processing of complex cases, and compliance with IDD/AML-CFT regulations.
Debt Collection
Amicable and pre-litigation recovery strategies, empathetic dispute management, and guaranteed PCI DSS compliance.
Trust & Safety
KYC and KYB processes, fraud prevention, moderation of sensitive content, and compliance with GDPR and eIDAS standards.
