Top Customer Engagement Tools for Utilities · Conversational User Interfaces: Amazon Alexa…...
Transcript of Top Customer Engagement Tools for Utilities · Conversational User Interfaces: Amazon Alexa…...
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Top
Customer Engagement
Tools for Utilities
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Our Presenters
Cindy Smallwood
Sr. Account Manager
Ann Fracas
Director
Brenda La
Account Manager
Karen Morris
Marketing
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Industry Trends
“A RELENTLESS FOCUS ON THE FUTURE”
Customer expectations are now liquid, and challenging energy providers to keep pace with standards set in other industries. In this era of the digitalization of everything, and of hyper-relevant personalization, a relentless obsession with customers is no longer an option. It’s a must.
Accenture Consulting New Energy Consumer: New Paths to Operating Agility
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A different way of doing business
“…digital technology, and the changes in consumer behavior and expectations which accompany it, coupled with increased regulatory pressures, are set to change that business in fundamental ways.
• Utilities have the chance to re-invent themselves• Energy suppliers need to gain customers confidence• Community-based customer care, provided through
digital technology
Ernst & Young: A different way of doing business: Digital in utilities
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Forbes 2018 Trends in Digital Marketing
Dec. 18, 2017 Forbes: How Digital Marketing Will Change is 2018: 15 Top Trends
True Understanding of the Customer Journey: Using data to understand customers better
Live / Interactive Video: Increase communications channel
Conversational User Interfaces: Amazon Alexa… changing way we interact with customers – Google – 20% of Searches are Mobile Voice
Video Marketing: “ Video is becoming the most popular and influential
form of digital content”… “if done right.” (Mark Zuckerberg, Video is a Mega
Trend” likely to be 82% of internet traffic by 2020)
Personalization: Attention is currency. Non personalized marketing is going the way of the fax machine
Predictive Algorithms: AI, Machine Learning
Relevant to utilities…
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Encourage Digital Engagement
• Get personal• Delight customers• Use gamification• Embrace innovation• Make it easy• Educate customers• Train agents
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Get Personal
✓Satisfaction Up 16%
✓= 100 pts. JD Power
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Get Personal
EXPLAIN MY BILLUNDERSTAND MY ENERGY USE
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46% Open Rates
30% Click-through
99% Positive
feedback
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• Mobile friendly
• Captures Profile Info
• Enables Relevant Messaging
• Facilitates Target Marketing
• Dollarized energy-saving
recommendations
• Links to your programs,
resulting in…
5xincrease in
program participation
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Provides Home Rating
Forecasts Weather
Predicts Energy Cost…
While time to impact bill
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Delight Customers
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Public Service Announcement Videos
• Severe Storm
• Hurricane
• Beat the Peak
• 42 Movies and Growing!
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Use Gamification
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UNDERSTAND MY ENERGY USE:
Home Profile
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The
Keys to Engagement:
Game-like interface generates profiles and powers energy analysis
Personalized
Outbound
Proactive
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Embrace Innovation
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Make it easy
✓ Mid-cycle or Threshold
✓ Text or e-mail
✓ Uses weather and energy use patterns to forecast bill amounts
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Educate customers
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EPICFor Hard to Reach
Customers
• Addresses needs of income challenged
• Simple to implement turnkey solution
• Stand-alone or existing program
enhancement
• Leverages current community programs
• Mobile phone focused
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Train agents
Service the Customer with the information they need
Tools for CSRs:Instant AnalysisQuick AnalysisDetailed Analysis
✓Consultative✓Trusted Advisor
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“Apogee’s Customer Engagement Platform
is the most comprehensive in the
industry.”
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• We customize an ongoing
communications
campaign
• Specific to your utility and
your goals
• Embedded videos add
Wow factor
MonthlyE-mails
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Public Service Announcement Videos
• Severe Storm
• Hurricane
• Beat the Peak
• 42 Movies and Growing!
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Special Purpose Calculators
• Attract Attention
• Fun to Use
• Informative
• Drive Programs
• Electric Vehicle
• Solar
• Water Heating
• Paperless Billing
• Space Heating
• Heating Compare
• Heat Pump
• Lighting
• Appliance
• Cooking
• And many more
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Field Audit Application
• Reduces time on-site
• Involves customer
• Powerful productivity tool
for energy auditors
• Creates informative report
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Behavioral Alerts
Text or e-mail
Custom design
Your messages
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The Future of Customer Engagement
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Apogee is…
• Software as a Service (SaaS)
• Focused on:
• Best-in-Class Data Analytics
• Known for Innovation
Customer
Engagement
Customer
Satisfaction
Program
Participation
Serving
Hundredsof Utilities
Entering our
25thYear
Achieving Extraordinary Client
Retention