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  • Eric Gargiulo, FirstFuel Software

    WHAT BUSINESS CUSTOMERS WANT FROM UTILITY CUSTOMER ENGAGEMENT

    KS ENERGY CONFERENCE

  • C O N F I D E N T I A LC O N F I D E N T I A L

    WHAT IS CUSTOMER ENGAGEMENT?

    2

    Talking to customers.

    When they want.

    How they want…

    About what they want.

    And offering solutions.

  • 3C O N F I D E N T I A L 3C O N F I D E N T I A L 3

    UTILITIES ENGAGE THEIR CUSTOMERS EVERY DAY…

    DIGITALBILLS & MARKETING

    PHONE FACE-TO- FACE

  • C O N F I D E N T I A LC O N F I D E N T I A L

    …BUT THERE IS STILL ROOM TO IMPROVE

    500

    550

    600

    650

    700

    750

    800

    850

    Auto Insurance Banking Airline Utility

    2016 J.D. Power Average Customer Satisfaction

    4

  • C O N F I D E N T I A LC O N F I D E N T I A L

    TODAY’S UTILITY CUSTOMERS EXPECT MORE PERSONALIZATION

    5

    58% WANT ADVICE ON

    WAYS TO SAVE WITH AMI DATA

    87% OF BUSINESSES WANT TAILORED

    ENERGY SOLUTIONS

    Source: Accenture

  • 6C O N F I D E N T I A L 6C O N F I D E N T I A L 6

    CUSTOMER-CENTRIC INDUSTRIES USE DATA

    “In today’s world, our customers are having advanced customer service experiences with many other companies – they can order almost anything online and have it delivered practically the next day, they can receive call backs when someone is ready to assist them...and they can text their order to a restaurant before they even arrive. They’re expecting the same level of service from their utility.”

    - Mike Innocenzo, COO, PECO, 2014

  • 7C O N F I D E N T I A L 7C O N F I D E N T I A L 7

    CUSTOMER PROFILE Firmographic data

    Energy data Transactional data

    Analytics

    TRADITIONAL RECORD Old world:

    Name Address Company

    Phone & Email Bill History Call History

    INTELLIGENT CUSTOMER PROFILE New world:

    Local weather Square footage Business type Load profile Custom ECMs

    Past program participation Web history Potential/propensity scores

    Rate plan options EnergyStar Score Email opens/clicks Multi-site support Outage history

    INCREASE IN DATA ENABLES BETTER CUSTOMER ENGAGEMENT

  • C O N F I D E N T I A LC O N F I D E N T I A L

    KANSAS’S ADVANTAGE—DATA FROM SMART METERS

    8

    ~70M nationwide

    >700K in Kansas

    At ~50% AMI penetration, Kansas has vastly exceeded IEI smart meter deployment projections.

  • 9C O N F I D E N T I A L 9C O N F I D E N T I A L 9

    DATA-DRIVEN ENGAGEMENT: BILLING COMMUNICATIONS

    9

    Old World New Worldvs.

    2-4x Improved

    engagement

  • 10C O N F I D E N T I A L 10C O N F I D E N T I A L 10

    DATA-DRIVEN ENGAGEMENT: CUSTOMER OFFERS

    10

    Old World New Worldvs.

    4-8x Improved

    engagement

    15x Improved

    engagement

  • 11C O N F I D E N T I A L 11C O N F I D E N T I A L 11

    DATA-DRIVEN ENGAGEMENT: RATE PLAN EDUCATION

    11

    Old World New Worldvs.

    4x Improved

    engagement

  • C O N F I D E N T I A LC O N F I D E N T I A L

    J.D. Power 2017 Business Customer Survey

    DATA-DRIVEN ENGAGEMENT DRIVES CUSTOMER SATISFACTION

    Bill & Usage Alerts

    Notifications of high usage or costs

    Education & Participation

    Awareness & use of program, product, and service offerings

    Price Awareness & Choice

    Knowledge & option to select optimal rate plan

    12 Points 60-100 Points 25 Points

  • C O N F I D E N T I A LC O N F I D E N T I A L

    ACHIEVE TOP- QUARTILE

    CUSTOMER SAT

    OPTIMIZE SERVICE COSTS ACROSS

    CHANNELS

    INCREASE PROGRAM PARTICIPATION &

    REVENUE

    BETTER ENGAGEMENT SUPPORTS OUR CLIENTS’ GOALS

  • C O N F I D E N T I A LC O N F I D E N T I A L

    THANK YOU

    14

    Eric Gargiulo Product Marketing Manager [email protected]

    http://bit.ly/FFengage

    Download our whitepaper, The Future of Business Customer Engagement

    To Learn More: