Utility Systems That Serve Customers Better
Service requests, outage communication, billing portals, and field service coordination—modernize utility operations.
The Public Utilities Landscape
Real data that shows why the right systems matter
of utility customers prefer self-service for billing and account management over phone calls.
AWWA Customer Experience Survey, 2024
of utility call center volume is for routine inquiries that could be self-service.
Utility Customer Service Benchmark, 2024
of customers expect proactive outage notifications rather than having to call for information.
J.D. Power Utility Satisfaction Study, 2024
of field service trips could be avoided with better customer communication and self-service.
AMWA Operations Study, 2024
of utility revenue is delayed due to manual billing processes and payment friction.
Utility Finance Report, 2024
of customers are willing to participate in conservation programs if communication is easy.
AWWA Conservation Survey, 2024
Where public utilities businesses lose time and money
A utility's customers rarely call to say thank you — they call when a bill is confusing, the power is out, or they need an appointment. When all of that funnels through a daytime call center, hold times climb, outage lines jam at exactly the worst moment, and field crews get dispatched for trips a phone call could have prevented. Customers expect to manage their account and get answers the way they manage everything else: online, instantly, any time.
Outages flood the phone lines
The moment service goes down, hundreds of customers call at once asking the same questions — is it reported, where is it, when will it be back. The lines jam, callers can't get through, and the team is too buried answering phones to focus on restoration.
Jammed lines during the worst momentsBilling questions consume the call center
Balance checks, due dates, autopay setup, and payment arrangements make up the bulk of inbound calls. These are routine, repeatable requests that tie up agents who should be handling complex service issues instead.
Routine calls bottleneck customer serviceAvoidable truck rolls drain field crews
Crews get dispatched for issues a quick status check or self-service action could have resolved, while real appointments stack up behind them. Poor communication and no self-service turn a calendar into a guessing game.
Wasted trips and crowded schedulesWhat we build for public utilities businesses
EMOR moves the routine off your phone lines and onto self-service, then automates the communication customers actually want. We build the account portal, the proactive outage alerts, and the always-on answering line so balance checks and bill pay handle themselves and your team can focus on the field.
A self-service account portal
Customers view bills, pay online, enroll in autopay, check usage, and submit service requests without ever calling. The routine transactions that dominate your call volume move to self-service, available on any device around the clock.
- Online bill pay, autopay, and usage data
- Service requests submitted without a call
- Recurring billing handled end to end
Proactive outage communication
When service is interrupted, affected customers automatically receive alerts and restoration updates on their preferred channel — before they ever pick up the phone. Proactive notice keeps the lines clear so the team can focus on getting power back.
- Automatic alerts to affected customers
- Restoration updates without manual effort
- Fewer calls jamming the outage line
Coordinated field appointments
Customers schedule service visits and meter work online and get notified when a crew is on the way. Better self-service and clear communication cut down on avoidable truck rolls and keep the field calendar realistic.
- Online appointment scheduling for customers
- Automated en-route and reminder notifications
- Fewer wasted trips for the crew
An answering line that never closes
EMOR Voice fields the routine after-hours and overflow calls — balance questions, outage status, payment help — in a natural voice, day or night. Customers get an answer instead of a busy signal, and agents are freed for the issues that need them.
- Handles billing and status questions 24/7
- Keeps lines open during outage surges
- Every call logged with a full transcript
Your Public Utilities Solution Stack
Every system you need to run a more profitable public utilities business—from capturing leads to collecting payment.
Solutions span across our 10 solution pillars
Frequently Asked Questions
Common questions from public utilities business owners
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Growth Engine
In 30 minutes, we'll map out which systems will have the biggest impact on your public utilities business—and what results to expect.
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