Utilities
Separate outages from billing queries before your queues fill up
Electricity distribution and water companies see email volumes spike during outages. Mailnitio Autopilot groups related reports, routes billing and metering queries to the right team, and keeps customers informed with acknowledgements.
Helpdesk groups repeat reports of the same outage, routes billing and metering queries to the right team and acknowledges every customer.
Email categories
How Mailnitio sorts utilities emails
These are starting categories. During onboarding, Mailnitio Autopilot learns your own categories and teams from emails you have already handled.
Billing dispute
“I was charged for units I did not use”
Routed to Billing
Outage report
“No power on Admiralty Way since 6 am”
Routed to Network operations
Prepaid token issue
“I bought a token but it will not load”
Routed to Vending support
Meter request
“When will my prepaid meter be installed?”
Routed to Metering
New connection
“We need a new connection for our office”
Routed to Customer service
Estimated billing complaint
“My estimated bill is far higher than usual”
Routed to Billing
Straight to a supervisor
- NERC
- lawyer
- court
- petition
- media
- community protest
Autopilot replies
Common questions answered straight away
When Mailnitio Autopilot is confident, it replies from your own mailbox. Otherwise it drafts a reply for your team to check. Either way, the ticket and the decision are on record.
Tunde Bello wrote
Prepaid token will not load
Autopilot reply
Hello Tunde, sorry about the trouble with your token. Please send your meter number and the token reference from your receipt, and our vending team will check it today. We will update you in this thread.
Example
Outage and planned-work notices
Tell customers in one area about planned maintenance, then send a follow-up when supply is restored.
Mailnitio Reach
Keep customers informed beyond the inbox
Mailnitio Reach sends campaigns and notifications to the people you serve, from the same platform that handles their replies.
Get started
See Mailnitio on your utilities emails
We will connect a mailbox, train Mailnitio Autopilot on your emails and show you every decision it would make in a 30-minute demo.