A presentation on the need for focus on online utility engagement and customer satisfaction.

1. WE DON’T EVEN TALK ANYMORE
Online Utility Engagement and Customer Satisfaction
SPRING 2015

2. “72% of U.S. online
consumers prefer to use
a company's web site to
get answers to their
questions rather than
contact companies via
telephone or email”
Forrester 2010
DIGITAL PREFERENCE

3. “Digital technology has
become integral to
our lifestyles.”
Booze, Allen, Hamilton 2014
NO SURPRISE

4. WE LIVE ONLINE
SHOP SOCIALIZENETWORK

5. WE DON’T EVEN TALK
ANYMORE.

6. WHERE DO UTILITY
COMPANIES STAND?

7. “Customer expectations
are increasing and
utilities need to keep up
with them.”
Booze, Allen, Hamilton 2014

8. “The greatest struggle
for utilities being left
behind is their business
customers’ online
experience — an area
they can directly
address.”
Booze, Allen, Hamilton 2014

9. “Utilities have sought to
expand digital migration,
the movement of
customer interactions
away from traditional
channels and into the
digital space.”
Booze, Allen, Hamilton 2014

10. “This lowers cost while
improving customer
satisfaction.”
Booze, Allen, Hamilton 2014

11. 65% CONSUMERS WHO
EXPERIENCED CHALLENGES
WHILE INTERACTING
THROUGH THEIR ENERGY
PROVIDERS’ DIGITAL
CHANNELS
24%
Loading took
too long
19%
Did not have
the features /
information
you needed
17%
Was not user
friendly /
intuitive
15%
Was too
complicated
to use
14%
Did not
function
properly
14%
Was not
personalized
to your
preferences
13%
Was not
Visually
appealing
13%
Did not
provide a fun
or interesting
experience
12%
Provided
inconsistent
information
24%
Did not
display
properly on
your device
24%
Made it hard
to find what
you’re looking
for
Base: All respondents.
Source: The New Energy Consumer: Architecting for the Future, Accenture, 2014, www.accenture.com.

12. WHERE IS THE MOVEMENT
HAPPENING?

13. Booze Allen analysis of utility mobile applications. Segments based on J.D. Power 2014 Electric Utility Business Customer Satisfaction Survey
PLAYING CATCH-UP
Percent of Utilities with Mobile Applications
and Application Functionalities by Region
Midwest 25%
View Outages: 35%
Report Outages: 17%
Bill Pay: 17%
Usage Inquiry: 17%
West 24%
View Outages: 10%
Report Outages: 14%
Bill Pay: 19%
Usage Inquiry: 19%
East 44%
View Outages: 40%
Report Outages: 40%
Bill Pay: 40%
Usage Inquiry: 40%
South 9%
View Outages: 9%
Report Outages: 9%
Bill Pay: 4%
Usage Inquiry: 9%

14. HOW DO ENERGY
EFFICIENCY PROGRAMS
FIT IN?

15. Who is a
trade ally?
THE PROGRAM JOURNEY
So many questions…
Who can I call for
answers?
What are
these forms?
What rebates
are available?
Which
program
am I?
Who can
help me do
the work?
How much
can I save?
Where is my
rebate?

16. • Resource Dependent
• Poor Data Quality
• Poor Customer
Satisfaction
Labor
Intensive
• Improved Date Quality
• Automate Rebate
Process
• Simplified Process
Knowledge
Intensive
• Integrating People
Process + Technology
• Best Practices
Customer
Focused
EVOLUTION OF REBATE PROCESSING

17. CUSTOMER-FOCUSED IS
WHERE YOU WANT TO BE.

18. LEARN MORE ABOUT ONLINE
UTILITY ENGAGEMENT