Brands

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Why Should UNS Focus on the Customer?

•  Revenue  poten*al  with  the  sale  of  new  products  /services.  •  Increased  ability  to  cross  service  your  exis*ng  customers  

–  Increased  adop,on  of  self  service  channels  –  Increased  ability  to  deliver  DSM/REST  programs  

•  Improved  brand  reputa*on  and  increased  customer  loyalty  –  Builds  trust  when  rate  increases  occur  

•  Enhanced  rela*onship  with  Commission  –  Supported  by  voters  (customers)  

•  Prepara*on  for  compe**on  •  Reduces  live  agent  calls  resul*ng  in  lower  opera*ng  costs  

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The  Op*mal  UNS  Customer  Experience  

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Adapted from ‘Mobile Retailing Blueprint: A Comprehensive Guide for Navigating the Mobile Landscape, Version 2.0.0,’ National Retail Federation’s Mobile Retailing Initiative, January 4, 2011

Experiences Happen

Everywhere Customer  

Web  Bill  Inserts  

Web  Ads  

Radio  Ads  

Marke,ng  Material  

Live  agent  bill  

IVR  

E-­‐mail  

Mobile  

Text  

Chat  

Customer Touchpoints

Customer  Care   Trouble  &  

Field  

Meter  Readers  

Engineering  

Key  Accounts  

Investor  Rela,ons  

Power  Plant  

Accoun,ng  Finance  

Energy  Efficiency  

Renewable  

Marke,ng  

IT  

Audit  

Legal  

Regulatory  

Experiences Happen Through

Everyone

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Customer Analytics

•  Demographics  •  Income  •  Age  •  Household  Composi*on  •  Urbaniza*on  

•  Neighborhood  Measures  •  Tenure/Housing  type  •  Predominant  Ages  •  Employment  •  Educa*on  •  Race  &  Ethnicity  

•  Energy  Usage  •  Program  Par*cipa*on  

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Customer Contact Distribution

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Calls by CSR 66%

Calls by IVR 24%

Automated Web 5%

Manual Web 5%

2012 Web Users 10%

Calls by CSR 80%

Calls by IVR 20%

2002

Customer  Engagement  -­‐  Communica*ons  

Website  

Collateral  Materials   6 of 13

Customer  Engagement  -­‐  Communica*ons  

Facebook   TwiOer  

Mobile  App  (Future)   7 of 13

Employee  Engagement  -­‐  Communica*ons  

Foster  employee  

understanding  of,  and  buy-­‐in  

for,  the  Customer  

Experience  strategy.  

NewsleOer  

Email

Wallet  Card   8 of 13

ü Involta - $15M investment, 40,000 square foot data center, Tier III, co-location facility

ü 4.4MW - $2M in annual sales and $900,000 in margin ü Infrastructure improvement for our community ü Customer Experience in action ü Cross-functional team approach

ü Aerospace, bioscience, solar, transportation and logistics.

Economic Development

Align  company  growth  ini*a*ves  with  local  area  of  focus.  Partner  with  local  and  state  organiza*ons  to  drive  new  and  expand  

exis*ng  businesses  in  our  service  territory.  

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Current  Projects  ü Data  Centers  

$2M  in  annual  sales  $900,000  in  annual  margin    

ü Leveraging  Fixed  Network  Year  1  $105,000  Year  2  $238,000  Year  3  $369,000  Year  4  $500,000  Year  5  $567,000  

ü Alternate  business  models  for  Energy  Efficiency  and  Renewable  

EE  =  $3.2M  in  2012  Renewable  =  post  incen,ve  

ü Non-­‐Road  Transporta*on              Market  

 

New Product Development

Develop  new  products/businesses  to  meet  customers’  energy  needs  and  generate  revenue  for  the  organiza*on.  

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Key Account Management

Enhance  and  maintain  rela*onships  with  our  largest  customers.  Realize  revenue,  mi*gate  erosion,  reduce  O&M,  save  capital.  

Current  Projects    ü Sierrita  Substa*on  sale  Annual  Revenue  &  Margin:    $131,000/$59,500    ü Ina  Road  Waste  Water  Annual  Revenue  &  Margin:    $121,500/$548,000      

ü Roger  Road  Waste  Water  Annual  Revenue  &  Margin:    $224,500/$135,750    ü Asarco  outages/opportuni*es  

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Customer Experience Process

Current Experience Audit & Mapping

1

Customer Research & Segmentation

2

Internal Process & Information Flow

Analysis 3

Policy & Goal Alignment Review

4

Experience & Interaction Design

5

Customer Insights Program Design

6

Business Case Development

& Presentation 7

Implementation

8

Ongoing Management & Optimization

9

UNDERSTAND

IMPLEMENT

EXCEL

Single view of the customer.

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Customer Analytics

Web and IVR

PLAN

The  Value  of  a  Coordinated  Customer  Experience  

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