Whether they contact you on the phone, on your website, via instant messaging, or on social media, today’s utility customers expect a coherent and continuous experience. A customer journey that starts on the website might continue on social media and conclude on the phone. Learn how utilities are orchestrating journeys across all channels to create a seamless, integrated, and consistent experience.
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Channel Surfing: Optimize Your Omnichannel Experience
1. www.esource.com
Channel Surfing
Optimize Your Omnichannel Experience
President, optimalCX solutions
Dennis Crumb
Manager, Customer Contact Systems, Vectren
Andy Higgins
E Source Forum 2014
September 29–October 2, 2014
8. 8
Vectren’s gas footprint
Vectren Energy Delivery of Indiana – South
110,000 gas customers
Vectren Energy Delivery of Indiana – North
570,000 gas customers
Vectren Energy Delivery
of Ohio
315,000 gas customers
9. 9
Vectren’s electric footprint
Power plants
AB Brown
FB Culley
Warrick Unit 4
Blackfoot Clean Energy Plant
Vectren Energy Delivery of Indiana – South
142,000 electric customers
1,300 MW
10. 10
What is Omni Channel?
Is it Omni Channel, Omni-Channel, OmniChannel?
Isn’t this Cross-Channel or Multi-Channel?
Is it just a buzzword or something new?
Do utilities need to care about this?
Think about it. Today our life is continuous, but our customer experience is anything but that.
13. 13
Is Customer Experience Important?
Key ingredient in having a successful Omni Channel strategy & experience.
CE needs to be part of your culture
CE focused company makes the right investments to support Omni.
Omni without CE is kind of like pancakes without syrup.
14. 14
Vectren’s Strategy?
Ensure CE is part of the culture of the company.
Corporate Strategy, Business Unit Plans, Individual projects
Develop a 5 Year Digital Strategy & Roadmap
Develop a 5 Year Omni Channel Strategy & Roadmap
Customer Experience & Omni Channel focus incorporated into all business processes and customer touch points
IT, Project Management Office, Contact Center, Field, etc.
Meet the Customer Where They Are!
15. 15
Vectren’s Digital Strategy
Contact Center Rep Channel
IVR Self Service Channel
Traditional Website Channel
Mobile Optimized Channel
Mobile iPhone App & Android App
Web Chat Channel
Texting Channel
Social Media Channel(s)
Others- Print, News, Inserts
16. 16
Vectren’s Omni Channel Strategy
Learn more about what our customers want and how they would like to interact with Vectren.
•
Data, Data, Data – Needs to be in one place
•
Know who they are, what they want and where they have been across all channels.
17. 17
Vectren’s Omni Channel Strategy
All business solutions for customer contact applications should include Omni Channel solutions and recommendations.
IT – All Customer Contact Systems and data should be interconnected and shared to deliver a holistic experience that is easy to use. (Biggest Challenge to true Omni Channel Experience)
18. 18
Say Goodbye to Silos!
•
Did I mention the IT challenges?
Partner with IT to ensure you can accomplish the Omni Channel strategy.
•
Other areas to include are the field, marketing and all other groups that touch or impact the customer.
19. 19
Vectren’s Key Omni Channel Goals
Increase Web Self Service
Web and IVR containment while enhancing the users customer experience!
Improve communication channels
Natural Speech IVR
Texting
Social Media
Build customer facing applications that cross channels naturally.
Enhance and improve the journey of the customer as they interact with Vectren.
22. 22
Because it’s Important – One more slide on CE!
Listen & Learn from the customer!
Executive Sponsorship & Grassroots
Organized approached
Cross-enterprise partnerships & team work
Break down the silo’s
Omni Channel/Multi-Channel consistency (Web, Contact Center, Field, etc.)
Governance / Prioritization / Project Sponsorship
Real Measurements & Metrics
Communicate progress across entire enterprise
We all need to be in on CE, contact center, field, HR, IT, etc.
Make it a part of the way everyone thinks inside the company
Always asking questions like:
How will this affect the customer?
Can we make this easier for the customer?
Why do we do it that way?
Listen & Learn from the customer!