Chartwell’s 2011

Web and Mobile

Customer Interaction

Summit

April 28-29, 2011

Creating and Implementing a

Web and Mobile Roadmap

Stewart Goldfarb

Senior Business Manager

About Xcel Energy• Serves 3.4 million electric customers and 1.9 million

natural gas customers across eight states

• Operates 16,427 MW distribution and generation assets

• Over 12,000 employees

• No. 1 wind power provider in the nation*

• No. 5 in solar power capacity

• Member of Dow Jones Sustainability Index

• 2010 Power Company of the Year (Platts)

• 2011 Energy Star Partner of the Year (U.S. EPA)

*Seventh consecutive year

Program Objectives

Primary Objective

Improve customer satisfaction

Secondary Objectives

Reduce risk presented by old

technology

Reduce operational expense

Improve employee engagement

Our Roadmap

2009 – Call Center Infrastructure

2010 – Launch Customer Web Portal

2010 – Launch Social Media Pilot

2011 – xcelenergy.com redesign

2011 – Build on call center infrastructure

2011 – Launch mobile web & app

2011 – Pilot programs

2011 – Launch CRM for residential

2011 Architecture

IVR Self ServiceBilling

Pay bill (using credit cards or

checking/savings account)

Update checking or savings

account information

Sign up for autopay

Sign up for budget billing

Sign up for pay arrangements

(only if your bill is current)

Listen to payment history

Listen to billing history

Pay station locations

Mailing address for payments

Enter in pay station receipt

Duplicate bill request

Outages Log an outage and given

restoration time

Sign up for proactive

notification or restoration call

back

Digger’s hotline information

Field Disconnects Update disconnected meters

in CRS (CIS)

Other Update phone numbers

Customer Portal: “MyAccount” View Billing and Payment History (including download and print)

Provide One-time Payment

Sign up for AutoPay

Sign up for eBill (online statements and payment)

View Usage History and Analysis (including download and print)

• View interval usage

• View On/Off Peak usage

Perform Premise Energy Usage Analysis

Manage Delegates (allow others to view/pay bill)

Maintain Multiple Premises Under One Account

Home Energy Management

• Control thermostat

• Control plugs (lights, etc.)

Manage Participation in Demand Response events (opt-out, participate, see

cancelled events)

MyAccount

Social Media Birdcam

http://birdcam.xcelenergy.com/

Twitter

http://twitter.com/xcelenergy

Facebook

http://www.facebook.com/xcelenergy

Xcel Energy Blog

http://blog.xcelenergy.com/

YouTube

http://www.youtube.com/user/XcelEnergyVideo

Keys to Success Infrastructure comes first

Credibility is key

Complete alignment between business

management & business systems (IT)

Strong, supportive executive sponsorship

Flexible execution team adjusting to

changes

Solid business program management

partnership to drive innovation

How Are We Doing So Far?

Customer Impacts 2008 2009

Independent customer satisfaction survey for IVR 87% 90%

J.D. Power IVR results 3rd Quartile 1st Quartile

Abandon rate 3% 2.3%

Metric (annualized basis) Target Actual

Reduction in staffing 5% 6%

Increase in IVR self-service transactions 340,000 440,000

IVR Utilization Rate

* Actual as of first three months of 2010

45.9% 47.1%

* 51.0%

Reduction in operational expense $860,000 $900,000

Out With The Old…

In With The New

Mobile Web

Mobile App

Primary driver for Outage Updates

Contact Information

Social Media Connection

Program Promotion & Rebates

IVR Directory

Content Management System (CMS)

• Content driven through CMS

• Marketing & Corporate Communication control

Mobile App

Home Energy Management

Home Area Network (HAN)

Home Gateway with thermostat, display and

two plug devices

Perform Demand Response (DR) events

Monitor energy consumption & behavior

Advanced Billing Pilot

Peak Energy Pricing Event

Peak Energy Event

Home Energy Management (HEM) Portal

HEM Portal

HEM Mobile App

Roadmap

Near Term

Customer Contact Preference Center

Energy Assistance Portal

Customer Data Request Portal

Longer Term

Integrated & consistent customer experience

through all channels: Web, IVR, Mobile, Print,

Voice with tracking and analytics

Mobile App Channel Objective: To create a dialog

Customer Profile

Outage Reporting• Photo & GPS location

Call Center Integration• Single-button call, chat or request a call back

• Display hold time without placing a call

• Direct integration with IVR

Bill Pay & Pay Stations

Mobile App Future

Program Promotion

• Calculators tied investment & savings

Rebate Automation

• Following in store purchase, start rebate process

Education Center

Interactive games

Energy tips

Questions?

Stewart Goldfarb

Senior Business Manager

Call Centers, Marketing & Corporate Communications

1800 Larimer St., Denver, CO 80202

303.571.6702