When designing a new customer portal, it is easy to assume what users want. Everyone has a list of must-have features, but how often do those align with what utilities and their customers truly need?
That is the question ERTH set out to answer when developing Engage360. Instead of guessing, we asked. Through surveys, discovery sessions, conferences, and ongoing conversations with utilities, we gathered real feedback about what users appreciate today and where additional enhancements could create additional value for customers and staff.
Here is what we learned and how those insights shaped the five core areas that make Engage360 work for everyone.
1. Customer Experience That Starts from Day One
Immediate Account Access: Customers can create an account as soon as they move in, or even before. They can view usage, and sign up for eBilling right away, helping reduce onboarding friction and customer service calls.
Auto-Registration: New customers can be automatically enrolled and welcomed with branded communications. Utilities can also default customers into eBilling to support sustainability efforts, while still offering flexibility to opt out.
2. Billing & Payments Made Easy
Integrated Payments: Direct connection with payment platforms enables customers to make secure payments within the portal. Real-time updates provide confidence and convenience during busy billing periods.
Budget Billing: Customers can view budgeted and actual usage side by side for a clear picture of consumption and costs.
Billing and Payment History: Up to two years of statements are available to view, print, or download, eliminating the need to call for copies.
3. Smart Integrations That Empower
Third-Party MDM Integration: By connecting with common ODS and MDM/R systems, customers gain deeper insights into their energy patterns and can identify opportunities to save. This is especially valuable for commercial and industrial users.
Smart Water Integration (Coming Soon): For multi-service utilities, water data integration will allow customers to monitor usage and receive alerts for unusual consumption, helping to prevent costly surprises.
4. Tools That Make Admin Life Easier
Automated Rate Management: Engage360 automatically imports Ontario Energy Board (OEB) rates and holiday schedules for residential and small business customers, reducing manual work and improving accuracy.
Evolving Admin Portal: Designed with utility feedback, the admin portal enables staff to manage configurations, communications, and reports, while viewing the same customer experience in real time. These insights help guide customer education and outreach.
5. Support You Can Count On
Every utility that has gone live with Engage360 shares the same experience. ERTH’s support team is there every step of the way, from setup and testing through launch, and beyond.
Always Evolving Together
Engage360 is evolving with every release, guided by real-world feedback from the utilities and their customers who use it. This input drives new features and enhancements, ensuring the platform grows alongside technology while keeping collaboration and customer experience at the forefront.