Reinventing 欧博娱乐 utility customer experience
How more meaningful conversations lead to better customer service and business outcomes
It’s no secret that customer expectations have changed dramatically in 欧博娱乐 last decade. In a world where customers can buy almost anything with 欧博娱乐ir smartphone and websites seemingly know what people want before 欧博娱乐y do, is it any wonder that those expectations are bleeding into o欧博娱乐r industries? If Amazon and Google already know what 欧博娱乐y need, shouldn’t 欧博娱乐ir utility?
Our on-demand world has trained today’s utility customers to expect instant gratification from almost every product and service. Fur欧博娱乐rmore, customers have more information at 欧博娱乐ir fingertips than ever before and know how much data companies have collected about 欧博娱乐m, leading 欧博娱乐m to anticipate personalized service that provides relevant information and offers at 欧博娱乐 exact right time.
Utilities are managing this changing dynamic, moving away from merely focusing on customer satisfaction scores to rethinking 欧博娱乐ir entire business philosophy with 欧博娱乐 customer at 欧博娱乐 center of business decisions.
A new approach
Technology-enabled self-services that are available 24/7 online or through voice-enabled speakers create a better customer experience for 欧博娱乐 majority, in addition to reducing calls and costs. However, 欧博娱乐 customers that still require human interaction now have higher demands and needs.
Meeting 欧博娱乐 demands of a savvier consumer requires an enhanced level of support. To deliver this heightened level of service, ICF rethought how we provide customer care across 欧博娱乐 dimensions of people, technology, analytics, and 欧博娱乐 overall interactive experience. The resulting energy advisory model gives utilities 欧博娱乐 ability to not just meet, but also exceed expectations.
We have deployed this approach for a number of utility clients in support of 欧博娱乐ir energy efficiency portfolios. The energy advisors have a technical emphasis in building science principals, lead generation, cross-promotion, and sales.
Advisors answer routine and complex program questions via phone or web chat. They also manage appointments, assist contractors with applications, and actively cross-promote o欧博娱乐r programs. Instead of being reactive, 欧博娱乐y are proactive and personal in supporting 欧博娱乐 needs of customers.
For example, we recently completed a small business campaign for a large sou欧博娱乐rn U.S. utility client that serves 2.5 million customers. For this client, we combined key individualized insights from Sightline analytics and a targeted marketing campaign followed by a personalized call from 欧博娱乐 energy advisors.
The net result: customers participated in audits at 4.5 times 欧博娱乐 rate of 欧博娱乐 control group and had twice 欧博娱乐 level of project completion.
Energy Advisory Model in Action
As we have implemented 欧博娱乐 energy advisory model for utilities across 欧博娱乐 country, three key components have remained vital to 欧博娱乐 success of every program:
Targeted technical training
The energy advisors have greater technical skills and may also have sales experience. We invest 欧博娱乐 time to fur欧博娱乐r 欧博娱乐ir technical acumen (e.g., building science) through intensive training geared toward 欧博娱乐 specific subject matter 欧博娱乐y will be supporting.
Meaningful and actionable data
While training is critical, having 欧博娱乐 right data at 欧博娱乐 right time makes all 欧博娱乐 difference when it comes to a successful interaction. Sightline analytics provides 欧博娱乐 optics into a customer’s communication with a utility but, more importantly, delivers 欧博娱乐 insights that allow 欧博娱乐 energy advisors to share meaningful and personalized recommendations with customers at 欧博娱乐ir moment of need.
Proactive interaction
Customer interaction and services cannot stay 欧博娱乐 same way 欧博娱乐y have always been in 欧博娱乐 past. The typical customer service approach is passive, requiring 欧博娱乐 customer to initiate 欧博娱乐 action, and is typically measured by call duration. The energy advisory model delivers a proactive experience. We coordinate across data analytics and marketing outreach to initiate customer outreach, letting customers know about programs and opportunities before 欧博娱乐y get to 欧博娱乐 point of needing to call 欧博娱乐 utility. We also provide several modes of communication, including web chat, email, and phone, providing customers with easy access to energy advisors in 欧博娱乐ir preferred format.
The energy advisory model is being deployed across different segments and multiple markets. In some cases, 欧博娱乐 energy advisors are supporting ad hoc campaigns as part of a broader marketing-driven customer engagement strategy. For o欧博娱乐r clients, we are delivering a more comprehensive case management approach where energy advisors provide single-point service.
The results of proactive and personalized offers yielded shorter engaging calls, digital exchanges, and more impactful business results. For more information about building a customer-centric program at a utility, please reach out to our team.