Engage
Today’s customers have high expectations for solving problems, but meeting those needs can seem expensive and cumbersome. With Brillion Engage, you can use technology and AI to your advantage – without breaking your budget.
A Personalized Communication Program That Turns Complaints Into Self-Service Wins
Customers have high expectations for communication from their utility, but meeting those needs can seem expensive and cumbersome. With Brillion Engage, you can leverage personalized AI to your advantage. We do the heavy lifting so you can focus on what matters most.
Problems Brillion Solves
- High call volume that strains resources, inflates operating costs, and reduces profitability.
- Complex rate structures and billing variations that create misunderstanding and confusion.
- Customer satisfaction at risk, and imminent regulatory scrutiny is.
- Account transitions (move in/move out) that are handled through labor-intensive, manual processes that slow everything down.
Enhancing customer experience and driving operational efficiency doesn’t have to be contradictory.
How Brillion Solves Them
Brillion Engage produces cost-effective personalized digital experiences that:
- Explain bill variations due to change in usage, rates, and weather
- Notify of potential bill increases to reduce “sticker shock”
- Direct customers to self-serve resources and program information
- Explain payment options for customers who need assistance
- Get customer to proactively notify utility of move details
- Streamline enrollment into an easy-to-follow process
Explore Our Solutions
Reduce Call Center Volume
Personalized digital experiences transform call centers from reactive to strategic support
Increase Program Participation
Targeted recommendations drive energy efficiency program enrollment
Generate Behavioral Energy Savings
Tailored insights encourage energy conservation behaviors that meet regulations
Modern Customer Engagement
Go beyond the bill. Brillion combines energy usage, property characteristics, and customer interactions—email engagement, program participation, payment history—to give you a complete view of each customer. This deeper understanding powers smarter, cost-effective outreach.
Residential
Proactive Communications
Connect with customers in moments that matter. Brillion’s outbound communications reach customers when they need you most—move notifications, bill changes, rate options, payment assistance—with personalized videos and alerts that explain the why behind energy use.
Precision Targeting
Make every dollar count. Focus on customers most likely to respond and act, not everyone. Brillion’s AI analyzes property attributes and energy data to identify the right customers and recommend the best programs for their homes—helping you increase participation. Improve satisfaction and stretch your budget further.
Commercial
C&I Account Prioritization
Know which key accounts need attention next. Brillion’s platform helps account teams quickly identify shifts in usage, demand, and efficiency—enabling proactive support for optimization, manage load, and strengthen customer relationships.
Brillion Engage
Key Capabilities
Personalized Videos
Designed to capture attention and explain bill & rate changes using monthly usage & billing data
Mid-Cycle Alerts
Notify customers of potential bill increases before they happen
AI-Predicted Move Notifications
Target customers likely to move within 60 days
Automated Welcome Campaign
Series for new customers increases brand satisfaction
Why Brillion Engage
Personalized Video Explainers
Unlike generic FAQs or chatbots, Brillion’s video communications provide tailored information that directly addresses individual customer needs and questions, leading to greater understanding and fewer calls.
Data-Driven Segmentation
Brillion uses advanced analytics to segment customers and deliver the most relevant content with 95% accuracy through AL/ML algorithms, ensuring that each customer receives the specific information needed to resolve their issues and avoid calling in.
Engaging and Accessible Format
Brillion video communications present complex billing information in a clear, concise, and engaging format, making it easier for customers to understand their bills and take action, regardless of their preferred learning style or technical proficiency.
Co-op Case Study: Meeting Members Where They Are
The Solution
The CoServ team has seen their customer satisfaction skyrocket with the help of Brillion Engage’s personalized video welcome series messages, bill explanations, and outage reports.
The Results
CoServ’s J.D. Power scores in both communication and customer care have improved by 33 points and 9 points, respectively. Over 90% of members have found the welcome series and video bill explanations “very helpful.”
“By embracing innovative technology, we are able to foster a sense of connection and engage with our members in a more meaningful way.”
Denise Smithers, SVP Customer Care & Engagement, CoServ Electric
Supporting You At Every Step
Reimagining the way you engage doesn’t happen overnight. Our team is here to help you change the way you do business.
Technical
Get assistance from our application Support Team or from your dedicated account executive.
Training
We work hand-in-hand with you to ensure smooth implementations of all applications within your utility.