LIGHTICO FOR UTILITIES
Compliant Customer Journeys for Electricity & Gas Utilities
Guided digital journeys for starting service, payment plans, energy assistance programs and billing disputes. Customers complete each step on their own device via SMS or email, and every interaction is captured for audit.
higher FCR
reduction in AHT
Higher NPS
What Electric and Gas Utilities Use Lightico For
Start, Stop & Transfer Service (Move In / Move Out)
Guide customers through new contract sign-up, credit checks, KYC, device financing agreements, and T&C acknowledgment in a single structured session. Embed compliance into the commercial moment rather than after it.
Energy Assistance & Low-Income Programs
Collect proof of income, proof of residence and photo ID in a single mobile session. This supports enrollment in programs such as LIHEAP, CAP, CARE/FERA and Warm Home Discount.
Change of Details
Integrate with your IVR to route change-of-details requests into a fully automated self-service journey. Identity is verified digitally, the form is completed in real time, and the cycle closes without agent involvement.
Billing Clarification & Dispute Resolution
The agent and customer review the bill together in a shared session. Customers upload supporting evidence during the call, so disputes are resolved quickly. Reduces call-backs and improves first-contact resolution.
Collections, Arrears & Payment Plans
Complete repayment plans, promise-to-pay agreements, hardship disclosures and income and expenditure capture in the same interaction. Payments are PCI-compliant, and audit evidence is generated automatically.
Vulnerable Customers & Priority Services
Take agents through the correct steps every time for Priority Services Register enrolment, medical baseline enrollment, third-party authorization and power of attorney.
Smart Meters, Solar & EV Tariffs
Digitize smart meter scheduling, net metering agreements and EV tariff sign-ups. Customers complete these multi-step journeys through self-service, with the contact center or in the field.
Manage and Automate
“Change of Details” Calls
Integrate with your IVR to engage customers in a Lightico session. The entire self-service process is fully automated, enabling the customer to complete the request in real time. Reduce fraudulent requests and free up agents to better serve your customers.
Customer calls
Identity is validated
Form presented +
filled
Cycle Completes
Simply and Easily
Clarify Billing Questions
Improve your customer experience (and NPS score) by empowering agents and customers to collaborate in a shared review session. Your telco will see a 25% decrease in the propensity to call back, freeing up your agents to better serve your customers.
Customer calls
Identity is validated via OTP
Shared review session initiated
Issue resolved
Fast, Automated, and Integrated Document Collection
Using a 100% automated workflow, your CRM can initiate a Lightico session via API to collect missing documentation. Customers complete the process in real time, all on their smartphone. Turnaround times are slashed by up to 40% using a system that your customers will love.
System updates data
Customer engaged
Data collected
Process completed
PCI-compliant Payments in Real Time
Reclaim outstanding payments and increase FCR by 25%, all while integrating Lightico’s secure payment system with your existing CRM.
Agent initiates Lightico Session
Agent requests payment
Process completed
AI Journey Orchestration
Faster, Compliant Customer Journeys Across Every Channel
Every regulated step, from identity verification and T&C acknowledgment to product offer and signed agreement, is built structurally into a single guided flow. Agents close the commercial moment with confidence. Every interaction generates a complete audit trail automatically.
Frequently Asked Questions
How can electric and gas utilities reduce call handling time while staying compliant?
Lightico reduces handling time by building identity verification, disclosures, document collection and signatures into one guided agent journey. Agents follow a single flow without switching between systems or re-reading compliance scripts. The platform captures each required step automatically, so compliance holds as calls get faster.
Can energy utilities digitize start, stop and transfer service without replacing their CIS or billing system?
Yes. Lightico sits above existing CIS, billing, CRM and payment systems as a front-end journey orchestration layer. Electricity and gas providers digitize requests to start or turn on service, stop service, transfer service, move in and move out, through self-service or with an agent, while keeping their core platforms in place.
How do energy utilities digitize billing disputes and regulatory disclosures?
Energy utilities use Lightico to open a shared review session during the call. The customer sees the bill, uploads evidence and approves the resolution on their own device. Required disclosures and consents are built into the journey, and each one is timestamped for audit.
How can utilities speed up LIHEAP, CAP and low-income program enrollment?
Lightico lets agents collect proof of income, proof of residence and photo ID in a single mobile session during the call. Southern Company uses this approach for energy assistance intake. PECO uses Lightico to collect signed CAP applications and proof of income during outreach.
How do UK energy suppliers evidence Ofgem consent and Priority Services Register obligations on every call?
Lightico builds Ofgem consent capture, PSR enrolment and vulnerability steps into the structure of each contact centre journey. Every agent follows the same steps, and every interaction produces a digital audit trail. This gives compliance teams consistent evidence across channels.
How quickly can Lightico be deployed in an energy utility contact center?
Lightico is designed for deployment in weeks. In UK telecoms, another heavily regulated sector, VodafoneThree went from a 100-advisor pilot to a full rollout for 1,500 agents in 6 weeks. The rollout needed no core system changes and no app download for customers.
Can a single platform orchestrate both agent-assisted and self-service energy journeys?
Yes. Lightico orchestrates agent-guided journeys in the contact centre and fully automated self-service journeys via IVR and digital channels from the same platform. Both channel types produce consistent, structured outcomes and generate the same quality of digital audit trail, giving compliance and operations teams a single source of evidence across all interactions.
sync SEAMLESSLY
Integrate Lightico into your Business Environment
Let customers complete tasks from your CIS, CRM, mobile app, website, IVR or contact center platform. Real-time sync keeps your back-end systems up to date and removes rekeying.
“We’ve eliminated compliance issues, achieving 100% compliance while also improving NPS by over 10 points.”
Barry ShieldsHead of Sales & Service
10
Mins
Reduction in Call Handle Time
Join PECO, Southern Company, BT & VodafoneThree.
See how the leading Utility providers reduced AHT, improved compliance, and grew revenue with Lightico.
"Great tool to expedite customer service"
The most helpful thing about Lightico is the fast turnaround time, The upside is that you are giving your customer an easy way to respond quickly and efficiently. Lightico has cut work and waiting time as you can send customer forms via text and get them back quickly, very convenient for both parties.