WE DON’T EVEN TALK ANYMORE

Online Utility Engagement and Customer Satisfaction

SPRING 2015

“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

“Digital technology has become integral to our lifestyles.”

Booze, Allen, Hamilton 2014

NO SURPRISE

WE LIVE ONLINE

SHOP SOCIALIZENETWORK

WE DON’T EVEN TALK ANYMORE.

WHERE DO UTILITY COMPANIES STAND?

“Customer expectations are increasing and utilities need to keep up with them.”

Booze, Allen, Hamilton 2014

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

Booze, Allen, Hamilton 2014

“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

“This lowers cost while improving customer satisfaction.”

Booze, Allen, Hamilton 2014

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.

WHERE IS THE MOVEMENT HAPPENING?

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%

HOW DO ENERGY EFFICIENCY PROGRAMS FIT IN?

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?

Whichprogram am I?

Who can help me do the work?

How much can I save?

Where is my rebate?

• Resource Dependent

• Poor Data Quality

• Poor Customer Satisfaction

Labor Intensive

• Improved Date Quality

• Automate Rebate Process

• Simplified Process

KnowledgeIntensive

• Integrating People Process + Technology

• Best Practices

CustomerFocused

EVOLUTION OF REBATE PROCESSING

CUSTOMER-FOCUSED IS WHERE YOU WANT TO BE.

LEARN MORE ABOUT ONLINE UTILITY ENGAGEMENT