The Journey from · 2019-10-18 · 8 / ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED...
Transcript of The Journey from · 2019-10-18 · 8 / ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED...
The Journey from
Transaction to Relationship
• 24 Year’s in business
• SaaS provider focused on major utility initiativesCustomer
EngagementCustomer
Satisfaction
Program
Participation
• 600+ utilities
• 95% client retention rate
About NavigantA unique strategy consulting firm specialized in the impact of new technologies and business models
in the Energy Sector
5,600 employees working in four
business areas: Energy, Healthcare,
Financial Services and Disputes &
Investigations
Publicly traded since 1996 (NYSE:
NCI), with annual revenue of $1 billion,
and 60 offices globally
Navigant’s Energy practice has
~600 professionals with an average of
15 years of experience, and 50% with
advanced or engineering degrees.
WHO ARE WE WHAT WE OFFER WHO WE WORK WITH
Today’s Agenda
• Navigant Research “Utilities and the Customer Capabilities Gap”• Study Overview & Findings
• Strategies to Bridge the Gap
• Shifting from Transaction to Relationship• Voice of the Customer vs. Voice of Operations
• Customer Insight Toolbox
• Navigant Case Study: • DTE Energy Efficiency Assistance Program Journey Mapping
• The Low-Income Customer Journey
• The Energy Burden
• Digital Strategies Designed for Low-Income Customers
Our Presenters
Jim Malcom
Chief Financial Officer and EVP of APOGEE Interactive, Inc., brings more than 25 years in corporate finance and accounting to
Apogee, which began with the firms KPMG and Ernst & Young in Atlanta. He has held senior posts as chief financial officer,
corporate controller, vice president and treasurer for such area companies as Heidelberg USA, LecStar Telecom and Powertel.
Jim is a graduate of the University of Georgia with a bachelor's and master's degree in business administration, a certified public
accountant, and a chartered global management accountant.
Aida Hakirevic
Associate Director at Navigant Energy practice with over 14 years of experience providing strategic advice and analysis related to
emerging technologies and business model trends in the utilities industry with deep expertise in customer experience and digital
transformation, process and operational analysis, and customer solutions delivery.
Prior to joining Navigant, Aida was a Senior Manager at Accenture working with large utilities on Customer Service operational
performance and solutions delivery, business process transformation leveraging Smart Grid capabilities, customer transformation
strategies, and Business Process Outsourcing (BPO).
/ ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED7 / ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED7
UTILITIES AND CUSTOMER CAPABILITIES GAP
NAVIGANT STUDY OVERVIEW
• Focus
- Customer engagement
capabilities
- Related systems, technologies
and processes
- Key trends in utility customer
engagement
• Methodology
- Online survey with ~100 utility
executives respondents
- 17 in-depth interviews
- Focused on US and Canada
- Mix of IOUs, co-ops, munis,
and government-owned utilities
/ ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED8 / ©2017 NAVIGANT CONSULTING, INC. ALL RIGHTS RESERVED8
UTILITIES AND CUSTOMER CAPABILITIES GAP
FINDINGS
Utilities identified several challenges related to data access, agility, and speed to market when trying to improve CX
or deliver new customer engagement capabilities.
Source: Bridging the Divide: Utilities and Customer Capabilities Gap white paper
•
Key Capabilities
• Campaign management
• Proactive alerts/notifications
• Targeted web marketing
• Digital transactions
• Social media management
• Customer analytics/BI
• Cross-channel consistency
• Contact center next-best action
• Advanced CSR tools
• Digital marketplace
• Mobile applications
• Preference management
• Loyalty & rewards programs
• 360° view of customer
How many utilities are very confident in their 15 different
customer engagement capabilities?
Fewer than 25%
in any single capability
Fewer than 15%
in most capabilities
Fewer than 5%
in all capabilities
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UTILITIES AND CUSTOMER CAPABILITIES GAP
STRATEGIES TO BRIDGE THE GAP
Analytics efforts underway related to improving customer journeys as well as operational insight.
Source: Navigant Research
•
35% of analytics solutions target
specifically customer behavior and
response
Program Management: Results, Participation,
Opt Outs18%
Web Engagement: Engagement
Tracking5%
Segmentation4%
Marketing: Marketing Effectiveness,
Propensity to Participate8%
Load Forecasting16%
Contact Center Analytics: Propensity to Call, Call Drivers, Handle Time
16%
DER: EV Detection, Solar Detection
1%
Revenue Management
32%
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SHIFTING FROM TRANSACTION TO RELATIONSHIP
VOICE OF THE CUSTOMER VS. VOICE OF THE OPERATIONS
Two sides of the same coin…
•
Topic:
Bill Payment
Snippets from Social Media
(Voice of the Customer)Customer Service Supervisor
(Customer Operations PoV)
Mobile
App
Experience
“…the customer did it
wrong. They should
have clicked on this
other link.”
Web
Experience
Message
Why is <UTILITY>’s bill pay site so terrible? (posted on 5/5/16 at 10:14 am)
I feel like I’ve been trying to pay a bill on there for a week now. Is it really so hard to create a site that is operable most of the time?
Voice of the Customer provides actionable insight to remove dissatisfiers and reduce customer effort
during moments that matter.
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SHIFTING FROM TRANSACTION TO RELATIONSHIP
CUSTOMER INSIGHT TOOLBOX – VOC RESEARCH
VoC
Comments
from forums
and third-party
sites
Blogs and
news
Social media
conversationsLetters
Contact-center
interactions
(voice, email)
Customers
▪ Customer experience
▪ Buying signals
▪ Churn indicators
▪ Segmentation
▪ Influencers, promoters
and detractors
Products & Services
▪ Unmet market needs
▪ New product ideas
▪ Missing features
▪ Customer satisfaction
▪ Perception maps
Company
▪ Reputation
▪ Early crisis detection
and avoidance
Goal: reveal the
perspective of the
customer
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SHIFTING FROM TRANSACTION TO RELATIONSHIP
CUSTOMER INSIGHT TOOLBOX – JOURNEY MAPPING
Journey mapping takes on the customer’s perspective. . .
… and is a means of gaining empathy and clarity about customers’ experiences and identifying opportunities to improve
that experience.
Operational InsightIllustrative Challenges
“How do different customer segments describe
their interactions with our company?”
“What feelings or emotions do their experiences
elicit?”
“What are the touch points we have with our
customers and which matter most?”
“Where is customer satisfaction high or low and
why?
“What types of services are customers looking for
that may lead to new streams of revenue?
Service Optimization
Experience Optimization
Channel Optimization
Customer Satisfaction
Product and Service Adoption
Portfolio Development
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JOURNEY MAPPING CASE STUDY
Journey mapping helped DTE
evaluate participants’ experiences
and inform actionable insights
related to Energy Efficiency
Assistance Program.
DTE Energy’s EEA Program provides direct installation of
energy efficiency and weatherization measures in the low-
income housing market segment to achieve both energy and
demand savings. DTE engaged Navigant to better understand
the experiences of the all the external parties involved in the
EEA program delivery.
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LESSONS LEARNED AND OTHER INSIGHTS
Many EE programs require utilities to meet specific participation targets by customer segment, including the low-
income customer segment. Some of the lessons learned and other practices:
1. Identifying the low-income segment can be challenging - data and analytical models can be effective in
addressing this barrier
➢ Leverage upstream levers to help put the incentives where they can reach this segment more effectively
2. Strong relationships with NPOs and CAAs help maximize the impact
3. Proactive outreach - making outbound calls, doing community outreach, and being flexible in scheduling home
visits goes a long way
4. Smartphones can play an important role in reaching this segment:
➢ Smartphone ownership in households with overall annual incomes less than $30,000 rose 12 points from 2015, to 64%. The
corresponding percentage for those 65 and older rose 12 points to 42%*
5. Flexible billing and payment options are a win-win
➢ Level billing
➢ Prepay
Source: Pew Research Center
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CONTACT
Aida Hakirevic
647.288.5226
navigant.com
Polling Question
Energy Burden by City
ACEEE 2016 Lifting the
High Energy Burden
in America’s Largest Cities
Energy Burden by City
ACEEE 2016 Lifting the
High Energy Burden
in America’s Largest Cities
Low income customers spend 3 times as
much on energy as the median U.S. customer
What is EPIC?
• Outbound, timely and actionable communication• Targets low income, renters, multi-family and new
launched consumers• Simple to implement turnkey solution• Stand alone offering or can be embedded in existing
utility program• Mobile phone focused
MeetJane
Jane isa singlemother
MeetJane
This is
Jane’s Journey…
Payment Options
Rebates & Programs
Weather Impacts
Jane isnowEnergySmart!
Your Trusted Partner in Customer Engagement
Contact Information
Jim Malcom
678.684.6800
Join Apogee Interactive on
Subscribe to our blog:
apogee.net/blog
Sign up for webinars
and events
apogee.net/webinars
Webinar: Finding Value in the Sea of AnalyticsOct. 19th @ 2:00 Eastern
Register: www.apogee.net/webinars
Text/SMS Consent
• Telephone Consumer Protection Act (TCPA)
• Opt-in vs Opt-Out
• Express written consent
• Clear and Conspicuous
Return on Investment
• Low income customers contact their utility multiple times per
month
• Conservative goal
• Impact 10% of customers
• One less call per month
Return on Investment
• Annual savings
• 10,000 customers: $60,000 to $90,000
• 50,000 customers: $300,000 to $450,000
• 100,000 customers: $600,000 to $900,000
• 250,000 customers: $1,500,000 to $2,250,000
• 500,000 customers: $3,000,000 to $4,500,000
• Not including benefits for collections efforts, bad debt,
disconnect/reconnect, and improved cash-flow
Any questions?