DTE Energy is a large utility company serving Michigan. It is focusing on improving the customer experience through new technologies and self-service channels. This includes modernizing its website and apps, improving mobile access, and personalizing services for different customer segments. It is also working to establish the right organizational structure to continuously enhance the customer experience.
We present to you our new fintech product and solution named "CharlieIndia".
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We present to you our new fintech product and solution named "CharlieIndia".
In case we've managed to gain your attention, please feel free to contact us for more information about what we could offer to you and your business to grow!
You may contact us directly via e-mail on vilmos.zsakay@partnerhub.hu / katalin.kauzli@partnerhub.hu at any comfortable time!
Our Sales Team will get back to you as soon as possible with more information in order to discuss the details and possibilities!
E-Business Transformation: Challenges and Opportunities for Telecom OperatorsFlorian Gröne
For traditional telecom companies, maintaining customer loyalty and delivering growth in the face of fierce price competition and new market entrants requires a new way of operating. To achieve this, they must go through an e-business transformation.
PayStream Advisor’s latest global survey shows that a large number of companies lag behind in their goals to adopt electronic invoicing. Supplier resistance to pay for electronic invoicing ranked as one of the primary reason organizations are unable to use electronic invoicing.
With highest supplier onboarding rates in the industry, Tradeshift’s free online invoicing solutions for suppliers is revolutionizing global e-invoicing adoption. Join Tradeshift Head of Sales – EU, Alasdair McKenzie to discuss how Tradeshift can help your department lower operational costs and increase ROI by instantly onboarding your suppliers.
If you work in Finance, AP or Shared Services you won’t want to miss this webinar!
Learn:
- How to maximize AP, finance and Shared Services efficiency
- Lower operating costs
- Be a part of a highly interactive Q&A
- Get answers to all of your questions
Subscribed 2017: The Next Wave Of Zuora Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?” From the new Subscription Order Management engine to Subscription Revenue Recognition for ASC 606, we are excited to reveal a whole new wave of products built to power subscription businesses. Join our SVP of Product, Tom Krackeler, Symantec CIO Sheila Jordan, and other Zuora product experts, as we unveil the exciting new launches coming to Zuora in 2017.
"Making Accounts Receivable Automation Work for You" Webinar Slide DeckJean-Pierre Foehn
Amalto's latest webinar "Making Accounts Receivable Automation Work for You," primary focus was to help attendees understand what invoice automation truly is and how they should go about the process of automating their Accounts Receivable. Hear host Bryan Pederson, Amalto Operations Director of Northern U.S. and Canada, and special guest Joe McNally, President of JMA Consulting, provide listeners with their own personal experiences of what should and shouldn't be done when considering to automate your Accounts Receivable processes here:http://bit.ly/2nPngSH
E-business vs. e-commerce. E-commerce and e-business are similar, with e-commerce referring to buying and selling products online. However, e-business defines a wider range of business processes by including aspects such as supply chain management (SCM), electronic order processing and customer relationship management (CRM) designed to help the company operate more effectively and efficiently.
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Subscribed 2017: The 6 Engines Of The Zuora PlatformZuora, Inc.
Running a subscription business is completely different from running a traditional product-centric business, from how you price to how you recognize revenue. From its inception, Zuora was built especially for subscription business models. In this session, we’ll discuss the challenges intrinsic to a subscription business model, from quote to cash. And, through a live demo, you’ll discover how the 6 Engines of the Zuora platform work to manage all subscription order-to-cash processes.
E-Business Transformation: Challenges and Opportunities for Telecom OperatorsFlorian Gröne
For traditional telecom companies, maintaining customer loyalty and delivering growth in the face of fierce price competition and new market entrants requires a new way of operating. To achieve this, they must go through an e-business transformation.
PayStream Advisor’s latest global survey shows that a large number of companies lag behind in their goals to adopt electronic invoicing. Supplier resistance to pay for electronic invoicing ranked as one of the primary reason organizations are unable to use electronic invoicing.
With highest supplier onboarding rates in the industry, Tradeshift’s free online invoicing solutions for suppliers is revolutionizing global e-invoicing adoption. Join Tradeshift Head of Sales – EU, Alasdair McKenzie to discuss how Tradeshift can help your department lower operational costs and increase ROI by instantly onboarding your suppliers.
If you work in Finance, AP or Shared Services you won’t want to miss this webinar!
Learn:
- How to maximize AP, finance and Shared Services efficiency
- Lower operating costs
- Be a part of a highly interactive Q&A
- Get answers to all of your questions
Subscribed 2017: The Next Wave Of Zuora Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?” From the new Subscription Order Management engine to Subscription Revenue Recognition for ASC 606, we are excited to reveal a whole new wave of products built to power subscription businesses. Join our SVP of Product, Tom Krackeler, Symantec CIO Sheila Jordan, and other Zuora product experts, as we unveil the exciting new launches coming to Zuora in 2017.
"Making Accounts Receivable Automation Work for You" Webinar Slide DeckJean-Pierre Foehn
Amalto's latest webinar "Making Accounts Receivable Automation Work for You," primary focus was to help attendees understand what invoice automation truly is and how they should go about the process of automating their Accounts Receivable. Hear host Bryan Pederson, Amalto Operations Director of Northern U.S. and Canada, and special guest Joe McNally, President of JMA Consulting, provide listeners with their own personal experiences of what should and shouldn't be done when considering to automate your Accounts Receivable processes here:http://bit.ly/2nPngSH
E-business vs. e-commerce. E-commerce and e-business are similar, with e-commerce referring to buying and selling products online. However, e-business defines a wider range of business processes by including aspects such as supply chain management (SCM), electronic order processing and customer relationship management (CRM) designed to help the company operate more effectively and efficiently.
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Subscribed 2017: The 6 Engines Of The Zuora PlatformZuora, Inc.
Running a subscription business is completely different from running a traditional product-centric business, from how you price to how you recognize revenue. From its inception, Zuora was built especially for subscription business models. In this session, we’ll discuss the challenges intrinsic to a subscription business model, from quote to cash. And, through a live demo, you’ll discover how the 6 Engines of the Zuora platform work to manage all subscription order-to-cash processes.
SURE! Subscription Billing & Relationship Management for IaaS providers SURE!
Learn how SURE! end to end Subscription Billing and Relationship Management can become a right solution for IaaS providers to streamline their business models.
SURE! is a Magnaquest product. SURE! is an end-to-end Subscription Lifecycle Management Platform from Magnaquest. SURE! supports different domains like Cloud (IaaS, SaaS, Unified Communication) Broadband (FTTX, WiMAX, Wi-Fi, Cable, ADSL) , Dual Play, Triple Play Telecom, MVNO & M2M, Pay TV (Cable, DTH, DTT, Broadcaster, IPTV, OTT) and Home Utilities. SURE! has been redefining and catalyzing ROI of our clients, spread globally, in verticals like Media & Entertainment, Broadband and Cloud businesses, with a product suite spanning Billing and Revenue Management, CRM, Session Control, OSS and Campaign management.
IMTSedu Webinar: Focus on Customer Relationship ManagementAvideonCRM LLC
AvideonCRM's
Association for Manufaturing Technology CRM Presentation
Date: Thursday, January 12, 2012 @ 11:00 a.m. ET
Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right!
Speaker:
Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC
Digital Invoicing & Digital Payments | Emagia Digital Invoicing Software | Di...emagia
Digital Invoicing & Digital Payments
2021 Big Year for Digital Invoicing and Digital Payments
The movement toward working from home has exposed the inefficiencies associated with paper invoices and paper checks in the B2B space. Banks were closed. Paper invoices and checks delivered to offices sat in unopened envelopes. Thus, the pivot to digital B2B invoicing and digital payments became an immediate priority for businesses.
Digital Invoicing (aka E-invoicing and E-billing) is electronic delivery of an invoice to a customer (vs paper invoice sent via Postal Service) by email, SMS, portal, EDI and other electronics channels.
Most Digital Invoicing applications include added functionality: (a) pull in data required for invoice from ERP for automated production of invoice, (b) include Credit/Debit adjustments, (c) electronic distribution and tracking (d) reminders and dunning
Digital Payments, aka Real Time Payments (RTP), and “Frictionless Digital Payments” are electronic payments that transfer funds and remit advice
Digital Payments are made directly between buyer and seller through a direct, secure, payment gateways using credit card, direct ACH debit or credit, wire, direct transfer on an Account to Account (A2A) basis.
Digital Invoicing & Digital Payments Synergy
Digital Invoicing, Digital Payments, and a Customer Care Portal are most powerful when offered together
The combination is appealing to small and medium size B2B customers & B2C customers to deal with the invoice review & pay. Stripe claims 75% of invoices it delivers on behalf of its clients are paid same day!
A Customer EIPP Portal facilitates the end-to-end transaction: (a) enabling the payment and (b) providing access to the invoices and statement of account (c) providing digital assistant for 24x7 account enquiry
Payments can be made via a wide range of mobile devices
All Invoicing and payment data is captured
Digital Invoicing
The Imperatives of Invoicing:
a. Accuracy (99+%)
b. Delivery in prescribed method (email, SMS, portal)
c. Meet customer’s invoicing requirements: information & format
d. Many European & LatAM govts require e-invoicing
Digital Invoicing achieves high accuracy by extracting invoice data from ERP, eliminating human error, deliver invoices electronically in multiple ways
BCT delivers 5-fold increase in inward remittance transactions for India’s le...Bahwan CyberTek
One of the largest Public Sector Banks in India automates the entire remittance process to improve customer relationship, and to offer affordable remittance service using Cuecent eRemit.
Case study: Turbo charging the customer experience with MDM (Kiva Group)lJean-Michel Franco
Gartner predicts that Customer Relationship Management leaders who do not implement Master Data Management (MDM) will derive erroneous results that will annoy customers, resulting in 25% lower potential revenue gains. This was one of the key drivers for Kiva Group, a leading provider of customer interaction and experience management software for financial institutions.
In this presentation, learn how Kiva Group has embedded MDM into its KIVA Respect™ driving personalized and compelling customer experiences across multiple channels :
- Enriches the customer database with external content and propagating it across branches, call center and Web, mobile and Web apps, IVRs and ATMs
- Reconciles data across channels, customer touch points and marketing, sales and services activities
- Handles data stewardship to sanction customer data and orchestrate manual resolution of data inconsistencies when needed
Digital Order-to-Cash: Innovation for the New Normal and Beyond | Emagia OTC ...emagia
Digital Order-to-Cash: Innovations for the New Normal and Beyond
Emagia is a leader in digital order-to-cash
Power of digital trifecta “Automation, Analytics and AI”
Intelligent. Hyper Efficiency. Self-Service. Touchless.
Automation – Eliminating Manual Tasks for Hyper Efficiency
Business License Bots
Resale Certificate Bots
Contractor License Bots
Liens/Bonds Bots
Bots for PODs
Bots for Bank Statements Gathering
Bots for EDI/MT940/BAI2 Feeds
Workflow System
Strategy and Rules Engines
Analytics – Empower Data-driven Operations
Global O2C Insights Hub
Over 100+ Insights
CFO Dashboard
Controller Dashboard
Credit Dashboard
AR Dashboard
Collections Dashboard
Cash Application Dashboard
Cash Forecasting Dashboard
Predictive Payment Dates
Predictive Dispute Reason
Predictive Invoice Match
Prescriptive Next Task
Prescriptive Work Flow.
https://www.emagia.com/resources/videos/digital-order-to-cash-innovation-for-the-new-normal-and-beyond/
Direct Insite (“DIRI”) provides cloud-based, ERP-agnostic solutions that automate Accounts Payable (AP) and Accounts Receivable (AR) invoice processes for Global 3000 companies. Their solutions include invoice validation, order matching, consolidation, dispute handling and e-payment processing. DIRI helps clients eliminate manual processes and costs associated with doing everything on paper. By migrating from paper to electronic, DIRI can reduce transactions costs 50-70% and reduce time by 80%. Current clients include Siemens, HP, IBM, Saint-Gobain, Shell Oil, and Hyatt with a Global vendor network of 350,000+ suppliers.
Digital Invoicing and Digital Payments | Electronic Invoicing | E-Invoicing S...Emagia
Digital Invoicing and Digital Payments
Maintain a healthier cash flow with Digital Invoicing and Digital Payments.
Digital is emerging as the latest industry trend for sending the customers request-to-pay reminders and giving them access to faster, more convenient payment options. Unlike the conventional paper-based invoicing methods, digital invoices can be sent to customers on mobile and email, accepting digital payments over credit card, ACH and bank-to- bank transfers.
https://www.emagia.com/resources/ebooks/digital-invoicing-digital-payments/
e-Filing: Immediate Operational benefits to UCC filings, public record search...The Digital Group
TDG solved the problem in two parts – by re-engineering a uniform business process to be used by all the Web/Xml/e-Recordation [real estate filings] submission and then building an application that would support the new process.
Cashing in on Mobile Payments with a Winning StrategyPerficient, Inc.
Is your organization ready to execute on new thinking in payments? Does your infrastructure accelerate time-to-market for new services? The boom in smart phone sales and mobile usage is changing the way consumers pay for products and gain access to new banking services.
Perficient will help you navigate these paradigm shifts and address the technologies reshaping the payments ecosystem that will drive your digital strategies. You'll learn about:
A holistic view of the payments value chain - banking and retail
A technical review of evolving payment architectures
How you can provide innovative service utilities for greater consumer adoption
Framework enablers to support rapidly growing transaction volumes
Adapting your existing payment models to support the omni-channel experience
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
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Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Pitch Deck Teardown: RAW Dating App's $3M Angel deck
Dte energy driving to best in class retail experience
1. A collaboration of:
DTE Energy - Driving to Best in
Class Retail Experience
Chris Garber-Brown
DTE Energy
Jacqueline Robinson
DTE Energy
2. Who is DTE Energy?
DTE Energy Priorities and Strategies
Customer Technology Approach
Self Service Channel Strategy
Build Organizational Capability
Key Points to Take Home
Questions
What I’ll Cover
3. DTE Energy is a national energy company with
deep Michigan roots
DTE Gas
DTE Electric
Headquarters
• DTE Energy is a Fortune 300 company
• DTE Electric (founded 1886)
• DTE Gas (founded 1849)
• Non-utility businesses with operations in
24 states
• 260 onsite Customer Reps (CRs)
• Currently 70% outsourced
• 2.1 million electric customers in Michigan
• 1.2 million gas customers in Michigan
• More than 9,500 employees
• DTE is one of the top contributors to
Michigan’s economy
Our Businesses
Our Michigan Presence
Who is DTE Energy?
4. Nuclear
15%
Coal
76%
Gas & Other
3%
Renewable
6%
Profile of DTE Electric
• Twelfth largest US electric utility with 2.1 million
customers
• 12,200 square kilometers service territory centered
around Detroit
• ~$5.3 billion in revenue, $17.7 billion in assets
• Regulated by the Michigan Public Service Commission
(MPSC)
Generation Output by Fuel Type
Service territory
5. Profile of DTE Gas
• Eighth largest US natural gas utility with 1.2 million
customers
• 23,500 square kilometers service territory throughout
Michigan
• Significant state regulated gas storage capacity benefits
customers (~139 Bcf)
• ~$1.3 billion in revenue, $4.1 billion in assets
Revenue by Type
Storage &
Transportation
27%
Gas Sales
73%
Service territory
9. Customer Satisfaction…
a key DTE Energy priority
DTE Electric 2012
DTE Electric 2006
Midwest Electric Utility
DTE Electric 2013*
Midwest Gas Utility
* Preliminary JD Power mid-year review
JD Power Residential Customer Satisfaction Ranking
2017 Goal 2017 Goal
9
DTE Gas 2012
DTE Gas 2006
DTE Gas 2013*
10. “Portalized” Website
10
•We benchmarked our existing technology against companies like USAA, Amazon, and
Delta, and identified the gaps.
•We are introducing retail-centric customer technologies to close the gap and create a
step change in customer perception.
•Understand each customer’s needs to
deliver a personalized experience
•Like how Amazon offers book
recommendations, we can offer
products relevant to your needs
•Enable customers to access our
website in a mobile friendly format
and complete transactions from their
mobile devices
•Like checking on a flight status while
at the airport, you can check on your
service or outage status while away
from home.
•Deliver innovative apps that create
“wow” experiences
•Like taking a picture of a check to
deposit it to your bank account, you
can take a picture of a downed wire
and report an outage anywhere.
We are shifting our customer technology strategies from
delivering a first quartile utility offering
to a best in class customer centric retail offering.
Full Mobile Access
Innovative Mobile
Applications
12. Chat
WEB MOBILEKIOSK PHONE
Customer System Current Architecture
Contact History
Data Mart
Business Channels Assisted Channels
Account
Manager
Marketing
Analyst
Outage
Management
System
SWIFT
Call Rep
eMail
Service Layer
Self-Service Channels
Residential
Customer
Service and
Billing
Platform: Oracle
CSB
Customer
Communication
Work & Device
Management
Platform:
Maximo,
PowerTrack
Metering
Platform:
MDM, MVRS
Finance
Platform: SAP
ECC
Field Service
Platform:
Advantex
Data:
Goldmine SalesForce
CSB
Commercial and
Industrial Billing
Platform: Oracle
KCS
CSB
CSO-CR
KCS
Commercial
Marketing Data
Mart
Residential
Marketing Data
Mart
Financial Data
Mart
Notification
Service
Varolii
Restoration
Calls
Angel
OpenText
StreamServe
13. Data Stewardship and Business Intelligence
Customer Data Warehouse
Interaction Center
CRM
Account
Manager
Marketing
Analyst
Outage
Management
System
Demand Side
Management
SWIFT
Call Rep
Chat eMail
Service Layer
Customer Events, Account Events, Service Events, Trouble Events,…
Business Process Management
Key Transactions: Turn On/ Disconnect, Account Inquiry, Payments, Report Outage,
Collections
WEB MOBILEKIOSK PHONE
Self-Service ChannelsAssisted ChannelsBusiness Channels
Billing
Platform: SAP CR&B
Data: Account, Site,
Rate, Service, Bill,
Payment, Credit
&Collection
CRM
Platform: SAP CR&B
Data: Customer,
Account, Agreement,
Care Case, Campaign
CCM
Platform: Open
Text StreamServe,
Genesys,
Data: Bills, Service
Letters,
Notifications
Work & Device
Platform:
IBM Maximo
Data: Work Orders,
Asset Management
Metering
Platform: Itron
MDM
Data: Meter
Readings
Finance
Platform: SAP ECC
Data: GL,
Payments, Arrears,
Revenue
Field Service
Platform:
Advantex
Data: Appointment
Book, Dispatching
Customer System Future Architecture
15. Approach to our Self Service Channel Strategy
Slide 15
Three work streams will enable DTE Energy to shift its customer technology
strategies from delivering a first quartile utility offering to a best in class
customer centric retail offering
Improve and extend our current offerings
Improve existing operational
fundamentals
Deliver greater residential
transaction capabilities
Introduce new offerings
Create a business self
service offering
Deliver innovative,
differentiating experiences
Establish organizational
capability for sustainability
Benchmark and establish a
future state organization
Operate today with cross
functional teams
16. Improve and Extend Our Current Offerings
Slide 16
Source: JD Power &
Associates 2013 Utility Website
Evaluation Study
Number 3 Mobile Web
Number 6 Website
19. Slide 19
Channel Effectiveness Dashboard
We actively monitor the performance of our channels to provide insight to our executive team
weekly, with a deep dive on anomalies.
20. Synopsis of issues resulting in a drop in Web Sat Score:
• A new release of the website was deployed on 8/26.
• Login issues and Features/Content issues provided the largest driver for reducing the Web Sat score. The second
largest driver is Page Loading/Site Error.
• It’s observed that the score of “ability to complete objective” reflects the overall sat score. If this score is low, the
overall sat score will also be low.
20
81
80 82
73
69
78
83
90
87
72
40
50
60
70
80
90
100
4-Aug 11-Aug 18-Aug 25-Aug 1-Sep
September 13, 2013
Weekly Web Score
Customer Issues from 8/14/13 – 9/4/13Sat Score
FCR
0
1
2
3
4
5
6
Login Features/Content Other Page Load/Site Error Update Account Page Load
Tracking Customer Satisfaction
21. Slide 21
Interaction/ Transaction
Mobile Web
Payment Make a payment A
Sign up for autopay A A A
Sign up for ebill A A A
Account Inquiry Update account information (address, email) A A
Learn about optional services and/or how to save energy and
money
A
Sign up for optional services (eg- DSM) A
Book an appointment (eg- for meter read) A A A
Submit a meter reading A
Get account balance A
Determine usage A
Problem/ question regarding bill A
Collections Arrange a payment plan A
Case management discussion
Outage Report an outage
Notify DTE Energy of downed power line
Notify DTE Energy of gas leak
Inquire about restoration time
Turn On/ Disconnect Set up new account A
Cancel service A
Transfer service A
Disconnection or reconnection of power A
We conducted an analysis of transactions in our customer channels to identify
opportunities to improve and extend offerings.
Transaction Inventory
22. Slide 22
Customer Segment
Averse to Technology!
Has Some Technology Aptitude
Is Ok with Technology, has
security concerns
Tech Saavy
Tech Affluent
%
22 %
34 %
9 %
22 %
13 %
Characteristics
Mails payments or uses office, no
IVR or web ID
Uses IVR , 3rd parties or kiosk
Has a web ID, uses online
account inquiry, mails payments
Logs in 2-3 times, uses Auto Pay
Surfs the website, logs in 8-9
times, makes payments online
Technology Acceptance Segmentation
25. Success Factors to Achieve a Stellar
Customer Experience
Slide 25
Customer Effort
• Degree of intuitiveness and ease of
completing transactions in self-service
channels
• Clear and attractive digital designs that
appeal to the customer
• Few transactional barriers
It is easy!
Channel Consistency/ Continuity
• Consistent, branded communications
and transactions across channels
• Ability to perform one transaction
across >1 channel
It is consistent!
Personalized Experience
• Recognize key differences across
groups and tailor treatment
• Communications through preferred
channels with personalized messaging
It is personalized!
Technology Stability
• Stability and availability of digital
channels and IVR
• Safe payment transactions
It is available & works!
Effective Promotions
• Change customer behavior w/
promotions, education, advertising,
incentives
• Internal Culture and Incentives
encourages CSR promotion
It benefits me!
Organization & Gov
• Align organization to a single vision
• Clear ownership of self-service
channels
• Consistent reporting and metrics that
align to goals and outcomes
• Embedded continuous improvement
We’re aligned!
In order to become a leader in channel performance and self-service, DTE Energy will deliver on six
dimensions
26.
27.
28. Katrina Pays Her Bill
Katrina sees a
promotion for the
DTE Energy App.
She’s been
meaning to
download the
app.
While waiting for
the bus, Katrina
downloads the app.
After following a
few quick steps,
Katrina sees her
balance on the app.
Katrina goes into
her account to
view her
information. She
can choose to pay
her bill with
various methods:
credit card,
PayPal, or DTE
Energy points.
She confirms her
payment and sees
the balance switch
back to $0.00.
29. Slide 29
Today
• Cross Industry customer service leader; Utility leader in cost
to serve and self-service adoption
• Smaller number of channels with exquisite and
consistent experiences
• Accountable customer experience point and
clear prioritization process
• Integrated Multi-Channel infrastructure with
incentives to drive migration to self-service
• Configurable infrastructure whereby process
redesign can be achieved across channels
with ease
• Multi-Channel Contact Center Centric
• Interactions across channels are customized to
customer segments and their unique needs
• Compared to Utility and Energy service leaders, lagging key
adoption and cost to serve
• Large number of channels with inconsistent
experiences within each
• Limited customer experience vision and
ownership accountability
• Fragmented Multi-Channel infrastructure and
culture limiting digital channel adoption
• Business limited in flexibility by systems and ability to
implement rapid change across channels
• Call Center Centric
• SMB customers feel they are an after thought and are
screaming for tailored service offerings`
DTE Energy’s response: Multi-Channel Contact
Center Operating Vision
Tomorrow
30. Chief Customer Experience Officer
*Strategy & Planning *Channel
Integration
*Workforce Strategy
Payment Account
Inquiry
Collections Outage TrnOn/Disc End
Contact Center Lead
Transformation from Call Center to Contact Center, Workforce Training
Digital Lead
Align Customer Experience Digital Channel Strategy
Customer Segment Leads – SMB & Residential
Manage the strategy and customized experiences for SMB and
residential customers
Analytics Lead
Customer insights and reporting
Shared Services
• Workforce Management • Communications & Branding
• Marketing • Change Management
• IT • Continuous Improvement
Establish Organizational Capability for Sustainability
Slide 30
Governance Evolution ~ Over
the next 2.5 years, DTE will
implement a matrix model with
lifecycle and channel managers
Key Changes:
• Customer Lifecycle Leads collaborate with digital
channel lead and contact center to design customer
experience strategy
• Analytics Center of Excellence executes advanced
analytics capabilities
• Digital channel and contact center lead are
responsible for channel management and experience
31. 2013 portion is funded
Currently not funded
Investment Area 2013 2014 2015 2016-Beyond
Channel
Program
ChannelSpecific
Web
Telephony
Mobile
Emerging
Call Center
Shared
Core Systems
Ops &
Enhancements
Interactive Bill $0.4M
Social $3M
SWIFT $6M
CRM Preference Mgmt. $2.4M
CRM Complaint Mgmt. $0.4M
CCM Bill/Letter Gen $3M
CR&B – KCS and CSB Replacement ~$100MCR&B Bus. Case $0.4M
WFO $1.1M
SMS $1.4M
Infrastructure Design $0.1M Telecom Infrastructure Upgrade $4.5M
Account Inquiry $1.7M
Business Portal $0.9M
Quick Pay $0.2M
Outage Tracker v1, v2 $0.8M
Cust. Energy Aware $4.5M
Payments $2M
Mobile Infrastructure $5.3M
Analytics Infrastructure $2.1M
Energy Awareness $1.4M
Content Mgt. $0.7M
Other, Police/Fire $1M
Moving Center $1.5M
$8.5M $8.5M
Preference/Contacts $1.6M
Outage $1.2M
Enrollments $0.8M
Service/Moves/Collections $1M
Business Transactions and Customization $1.7M
Additional Transactions $1.5M
Landlord Custom $0.75M
New Mobile Web $0.75M
OTv3 $0.8M
Analytics (“tape”) $1.4M*
Payments $1.1M
CEA v2 $1M
Ops and Monitoring $1M*
PMO $0.7M*
No Shortage of Gaps
32. To Fill the Gaps
Slide 32
• Added new customer channels: mobile web and
mobile apps
• Developing an enterprise view of the customer
Existing channels were not
current with how our
customers want to engage
with us
• Planning underway for SAP CRM&B,
implementation starting 2014
DTE Energy’s Customer
Information is dispersed in
four separate billing related
systems
• Implemented Open Text CCM system
• Implemented SAP CRM system to aggregate
data and create a holistic customer view
Two of the core system
capabilities are largely missing
(CRM and CCM)
• Implementing a comprehensive data strategy
Customer data is stored in
multiple systems and is
difficult to access
33. Key Take Aways
Slide 33
• Greatest Insights:
The cultural and change management effort to take us from a site focus to a
customer focus is critical to success.
• What did I get right?
We decided to do a couple of items to provide a quick return to market
(Usablenet and Portal).
• What I would do differently.
Communication of self-service strategy and roadmaps up front.
34. A collaboration of:
Chris Garber-Brown
DTE Energy
Garber-brown@dteenergy.com
Jackie Robinson
DTE Energy
robinsonjl@dteenergy.com
