- Industries
CX Built for Critical Energy & Utility Services
Energy and utility providers choose Nakama Tech when service reliability, billing accuracy, and customer trust are non-negotiable — especially in high-volume, remote, or regulated environments.
From customer support and technical triage to billing, payments, and field service coordination, we help utilities scale operations without losing control or credibility.
CX Challenges for
Energy and Utilities Brands
Energy demand doesn’t follow office hours. Outages, payment issues, and technical problems peak evenings and weekends — especially in rural or off-grid environments.
We deliver 24/7 customer support designed for mission-critical services, ensuring customers can reach a trained agent when it matters most.
Faster response times protect trust in essential services and reduce escalation pressure on internal teams.
Billing disputes, token issues, and payment failures are among the most common causes of repeat contacts in utilities. When these aren’t resolved quickly, confidence drops fast.
Our teams specialise in billing accuracy and payment support, handling adjustments, validations, and customer queries with clear processes and audit trails.
Customers get faster resolutions, and operations teams regain control.
Energy usage surges during outages, seasonal changes, or product rollouts. Many providers struggle to scale support quickly without sacrificing quality.
Nakama Tech supports rapid, predictable scaling through right-shored delivery and real-time workforce management. Volumes increase without queues spiralling or service levels collapsing.
When customer support, technicians, and systems aren’t aligned, resolution slows and customers are left in the dark.
We support field service coordination through structured ticketing, appointment booking, and system integration.
Customers know what’s happening, technicians arrive prepared, and repeat contacts drop.
Energy providers operate under increasing scrutiny around data handling and service continuity.
We deliver governance-first operations with clear access controls, compliant processes, and evidence-ready reporting. Procurement, compliance, and risk teams get confidence alongside CX improvements.
What We Deliver
Our Differentiators
in Energy and Utilities CX
24/7 support models designed for essential services.
Billing and payment accuracy backed by QA and audit trails.
Multilingual delivery for diverse customer bases.
Right-shored teams trained for high-volume, high-impact environments.
Field service alignment across CRM, ticketing, and dispatch .
Transparent reporting for operational and regulatory oversight.
Featured Case Study: Sun King Solar
Scaling Support for Off-Grid Energy Customers
Sun King Solar — a leading provider of off-grid solar energy solutions across East Africa — was facing rapidly rising customer demand, long response times, and growing pressure on its in-house support teams as adoption scaled across rural and remote communities.
High volumes of billing enquiries, payment token issues, device troubleshooting, and field service coordination requests strained internal operations and risked undermining trust in an essential service.
Partnering with Nakama Tech enabled Sun King Solar to establish a 24/7, right-shored customer support operation, scale capacity on demand, and deliver faster, more reliable support across voice and digital channels — improving accessibility, responsiveness, and customer confidence at scale.
What We Delivered
- 24/7 multilingual customer support support model designed for essential services
- Shift patterns aligned to customer usage cycles, ensuring coverage during evenings, weekends, and peak periods
- Issue triage workflows separating billing, device, and service-access queries to reduce misrouting and repeat contacts
- Supervisor-led quality loops focused on accuracy and clarity for first-time resolution
- Daily operational reporting highlighting access gaps, response times, and escalation drivers
Why This Matters
Nakama Tech helped Sun King Solar extend reliable customer support to communities where access, timing, and clarity directly affect service continuity and customer confidence.
By delivering always-on support and structured coordination between customers, systems, and field teams, Nakama enabled Sun King to scale responsibly while maintaining trust in an essential service.
Results at a Glance
24/7 Support Availability
Faster Response Times
Call Volume Scalability During Peaks
Reduction in Agent Turnover
Recovered in Missed Conversions
“Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time.”-
CX Manager
Frequently
Asked
Questions
Do you support rural and off-grid customers?
Can you integrate with our billing and payment systems?
How do you handle peak demand and outages?
Do you operate within regulatory requirements?
Essential services demand dependable support.
