Accenture Customer Experience Solution for Utilities
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Leading the way with innovation in the digital utility retail (r)evolution
Transcript of Accenture Customer Experience Solution for Utilities
Leading the way with innovation in the digital utility retail (r)evolution
Copyright © 2016 Accenture All rights reserved. 2
Forces shaping the market place for utility retailers
Despite varying challenges and market conditions, every utility needs to
consider these four forces
Personalized energySolar, electric vehicles, storage and microgrid adoption is on the rise
Asymmetric competitionCompetition and new entrants from non-energy providers continues to increase
Digital interactionsEnergy consumers are becoming increasingly connected, mobile and social—and they have the same expectations for their energy providers
Shifting regulatory frameworksDeveloping movement in retail market liberalization, alternative revenue models and performance-based remuneration
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Digital consumers show significant potential for utility retailersDigitally engaged consumers offer more business value to energy providers. Utility retailers have much to gain by converting and retaining digital consumers.
more likely to sign up for automated home energy management devices or services
more satisfied with their energy provider
more trust in their energy provider
more likely to recommend their current energy provider
more likely to sign up for home energy generation products
more likely to participate in an energy management program
more likely to share their personal information and energy usage information
Non-digital channel users
Digital channel users
13%
42%
59%
80%
55%
69%
51%
73%
53%
73%
31%
41%
48% 70%Digital channel users Source: The New Energy
Consumer: Unleashing Business Value in a Digital World, Accenture, 2015.
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In architecting a future-forward strategy, utility retailers should look to critical imperatives to unleash digital value
Consumer channelsChannels represent the layer of all different customer interactions.
Control centerControl center capabilities uniformly unlock relevant data from any customer channel, allowing any channel to initiate the business processes.
Quality and performance management
Document and output management
Customer relationship managementCRM capabilities support sales, campaign, service and marketing management. All customer interaction and contact data is stored in CRM.
Customer contract, billing and collections
Market message
CTRM ERP MDM
AnalyticsAnalytical capabilities consolidate all data and create insights to be leveraged in marketing, sales and service processes.
Middleware
Areas to explore include control center, product management, analytics and meter data management.
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Integration with utility-specific billing solutions
• Contract management
• Customer and contact management
• Case management• Customer 360 view
• Chatter• Knowledge mgmt.• Macros
• Social• Customer community• Partner community
for Survey
for Output
for Signing
• Prospect and lead management
• Opportunity management
• Pricing and quotation• Product management
• Segmentation• Omni-channel
management• Marketing
automation• Campaign
monitoring• Loyalty
management
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The Accenture Customer Experience Solution for Utilities combines the strengths of the Salesforce Customer Success Platform
• Reports • Dash-
boards
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Service and Operations
Marketing and Sales Evaluate
Use
Purchase
Consider
Discover
Discover
Consider
Evaluate
Purchase
Use
From the traditional sales funnel … … to a dynamic and continuous customer experience
End-to-end scenarios across marketing, sales, service and operations drive an enhanced customer experience.
The Accenture Customer Experience Solution for Utilities delivers a dynamic and continuous customer experience
Copyright © 2016 Accenture All rights reserved. 7
Seize the opportunity today and stay ahead of the curve.
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Accenture Utilities
Learn more: https://www.accenture.com/us-en/insight-customer-experience-solution-utilities
