TecronixTecronix

Energy & Utilities

Scale customer ops, dispatch, billing, credit, records, and regulatory reporting with staffing or outcome SLAs. We bring storm/outage playbooks, QA, and dashboards for predictable performance.

Problems We SolveCapabilitiesStart an RFP
Typical Pain Points
  • Storm/outage surges overwhelm contact centers and digital support
  • Field dispatch scheduling inefficiency; missed ETAs and repeat visits
  • Billing exceptions (meter reads, estimated bills, TOU changes) and disputes
  • Collections/credit workflows with compliance and hardship program handling
  • Asset/records digitization and as-built documentation gaps
  • Regulatory filings & reporting timeliness; audit evidence fragmentation
Roles We Staff
  • CX Agents (voice/chat), Outage Communications Desk, QA Monitors
  • Dispatch/Scheduling Coordinators, Work Order Admins
  • Billing Exceptions Analysts, Revenue Protection Assistants
  • Credit/Collections Reps, Payment Arrangement Specialists
  • Records Techs, GIS/As-built Admin, Document Controllers
  • Regulatory Reporting Assistants, Data Ops & Evidence Stewards
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Outcomes & Examples

  • Outage mode: ASA < 60s, deflection macros, and accurate ETR messaging
  • Dispatch adherence: pre-visit checks and confirmations reduce repeat visits
  • Billing desk: exception cycle time ; rebill accuracy with QA sampling
  • Collections: compliant scripts; promise-to-pay adherence and hardship routing
  • Records program: 100% chain-of-custody and metadata QA for as-builts
  • Regulatory reporting: on-time submissions with evidence linkage
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Controls & Compliance

  • Least-privilege access and JML with periodic reviews
  • QA sampling with AQL/defect classes; storm-mode variants
  • Versioned SOPs; change control tied to season/storm calendars
  • Privacy & regional rules; sub-processor registry
  • Incident Response with severity matrix and notification SLAs
Trust CenterIncident ResponseSub-Processors

Tooling Ecosystem

  • CC&B/CIS: Oracle CC&B, SAP IS-U, Harris, Cayenta; MDM/AMI platforms
  • WFM/Dispatch: ClickSoftware, ServiceNow FSM, Maximo; Mobile field apps
  • CX: NICE/inContact, Genesys, Five9; QA/QM suites; Knowledge bases
  • GIS/Records: Esri, AutoCAD workflows, document control systems
  • BI/Reporting: Power BI, Tableau; ticketing: ServiceNow/Jira

KPIs We Track

  • ASA, AHT/ATT, FCR, CSAT (normal vs. outage modes)
  • Dispatch adherence, repeat visit rate, appointment accuracy
  • Billing exception cycle time; rebill accuracy; dispute resolution time
  • Promise-to-pay kept %, roll-rate, compliant handling rate
  • Records completeness, metadata QA, retrieval time
  • Regulatory on-time %, evidence completeness score
Model
Staffing

CX, billing, dispatch desks with QA sampling and storm-mode playbooks.

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Model
Managed Services

Outcome SLAs (ASA/FCR, TAT, adherence, accuracy) with dashboards and evidence.

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Model
Consulting

Diagnostics to design outage playbooks, billing exception hubs, and QA.

Diagnostics

Keep service steady-storm or shine

Well propose staffing or outcome SLAs tuned for outages, peaks, and audits.

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