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TRANSCRIPT
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?
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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
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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
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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
CUSTOMERPROFILEFirmographic data
Energy dataTransactional data
Analytics
TRADITIONAL RECORDOld world:
NameAddressCompany
Phone & EmailBill HistoryCall History
INTELLIGENT CUSTOMER PROFILENew world:
Local weatherSquare footageBusiness typeLoad profileCustom ECMs
Past program participationWeb historyPotential/propensity scores
Rate plan optionsEnergyStar ScoreEmail opens/clicksMulti-site supportOutage 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
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~70Mnationwide
>700Kin 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
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Old World New Worldvs.
2-4xImproved
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
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Old World New Worldvs.
4-8xImproved
engagement
15xImproved
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
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Old World New Worldvs.
4xImproved
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
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Eric GargiuloProduct Marketing [email protected]
http://bit.ly/FFengage
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