Utility Customer Experience Transformation

he Channel of Choice program was created to improve existing, and to build new, key customer services across the range of preferred channels, lowering cost-to-serve and improving customer satisfaction.

The initiative began with an overall strategy and roadmap, then moved into program management and implementation of:

An existing Web Refresh around key transactions
New Mobile Responsive Web for Mobile, Tablet, and PC
Customer Preference & Notification Platform
Reporting

Customer segments spanned across Residential and Small/Medium Business and included Seven Key Services and Nine Channels.

Business Outcomes

A greatly improved main website and log-in site, focused on simplified key customer transactions
A new Mobile Responsive Web has view/pay bill, create/monitor pay plan, get outage info and updates, and start/stop service. The platform works across Mobile, Tablet, and PC, laying the foundation for future “one web”
A new Customer Preference and Notifications platform allows customers to set phone, text, and email preferences and provides a standardized back-end process for all notifications
Highest customer satisfactions score of the last four years
Significant reduction in O&M resulting from migration of customers to preferred service channels
On track to migrate 12% of live agent calls to self-service in following year
Awarded 2017 Best Utility Website in North America by E Source

Utilligent Roles

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EXPERIENCE. INSIGHT. STRATEGY. GRIT.

Major West Coast Utility Undertakes Customer Experience Transformation