we don't even talk anymore
Post on 16-Jul-2015
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“72% of U.S. online consumers prefer to use a company's web site to get answers to their questions rather than contact companies via telephone or email”
Forrester 2010
DIGITAL PREFERENCE
“Customer expectations are increasing and utilities need to keep up with them.”
Booze, Allen, Hamilton 2014
“The greatest struggle for utilities being left behind is their business customers’ online experience — an area they can directly address.”
Booze, Allen, Hamilton 2014
“Utilities have sought to expand digital migration, the movement of customer interactions away from traditional channels and into the digital space.”
Booze, Allen, Hamilton 2014
65% CONSUMERS WHO
EXPERIENCED CHALLENGES
WHILE INTERACTING
THROUGH THEIR ENERGY
PROVIDERS’ DIGITAL
CHANNELS
24%
Loading took too long
19%
Did not have the features / information you needed
17%
Was not user friendly / intuitive
15%
Was too complicated
to use
14%
Did not function properly
14%
Was not personalized
to your preferences
13%
Was not Visually
appealing
13%
Did not provide a fun or interesting experience
12%
Provided inconsistent information
24%
Did not display
properly on your device
24%
Made it hard to find what
you’re looking for
Base: All respondents. Source: The New Energy Consumer: Architecting for the Future, Accenture, 2014, www.accenture.com.
Booze Allen analysis of utility mobile applications. Segments based on J.D. Power 2014 Electric Utility Business Customer Satisfaction Survey
PLAYING CATCH-UP
Percent of Utilities with Mobile Applications and Application Functionalities by Region
Midwest 25%View Outages: 35%
Report Outages: 17%Bill Pay: 17%
Usage Inquiry: 17%
West 24%View Outages: 10%
Report Outages: 14%Bill Pay: 19%
Usage Inquiry: 19%
East 44%View Outages: 40%
Report Outages: 40%Bill Pay: 40%
Usage Inquiry: 40%
South 9%View Outages: 9%
Report Outages: 9%Bill Pay: 4%
Usage Inquiry: 9%
Who is a trade ally?
THE PROGRAM JOURNEY
So many questions… Who can I call for
answers?
What are these forms?
What rebates are available?
Whichprogram am I?
Who can help me do the work?
How much can I save?
Where is my rebate?
• Resource Dependent
• Poor Data Quality
• Poor Customer Satisfaction
Labor Intensive
• Improved Date Quality
• Automate Rebate Process
• Simplified Process
KnowledgeIntensive
• Integrating People Process + Technology
• Best Practices
CustomerFocused
EVOLUTION OF REBATE PROCESSING
LEARN MORE ABOUT ONLINE UTILITY ENGAGEMENT
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