Utility customers - a focus on cutting churn through technology
Customer satisfaction and engagement are the most critical customer service goals for utility executives, ranking above other priorities like cost reduction and increasing revenue, according to a recent Navigant study.
Engerati contends that this level of customer engagement and service delivery can only be achieved if underpinned by a cloud and software as a service (SaaS) approach.
Customer engagement - 3 key impact areas
Our analysis has identified three ways that customer retention platforms can impact your utility business:
- Day-to-day data analytics and insights
- Delivery of new services like energy efficiency and demand response
- Customer retention, acquisition and churn
Engerati and senior industry experts will share their work and knowledge on each of these impact areas through in-depth analysis, guest presentations, case studies and articles to show how they interplay and fit together.
Consumer engagement can make the difference between survival and failure. Getting real insights of your customers can provide the vital intelligence needed to understand and anticipate their wants and needs to stay ahead of the game. Engaging them with new services is vital to ongoing business sustainability.
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Cloud computing and its advantages are becoming more prevalent across the energy industry. Utilities who have strategically adopted cloud-based solutions are realising benefits including cutting costs, improving IT performance and security, meeting operational needs and gaining an edge through enhanced analytics. In addition, they also provide access to numerous technologies while lowering the barriers to entry, such as technical expertise.
But how do operations and business processes that involve meter to cash, grid operations, analytics and data from field devices translate in a cloud environment? These questions impact cost, security, availability, scalability, app development, organisational impact at the utility and domain expertise, among others.
In this session, Itron will share its view on the benefits of utilising cloud-based managed services, the process of migrating to the cloud, and how it can help utilities realise valuable outcomes such as streamlining data collection, offloading the burden of day-to-day management tasks and allowing staff to focus on value-added analytics for customers.
At the conclusion of this session, participants should be able to:
- Build confidence in the security, accessibility, scalability and cost of cloud computing.
- Realise how managed and cloud services help to relieve the burden of managing the fast pace of technology.
- Understand how innovative utilities are harnessing cloud computing and translating it into valuable outcomes for customers.
US utilities like Baltimore Gas and Electric Company (BGE) understand that customer engagement is a new imperative for energy suppliers. But what tools are available to target and engage business energy customers?
This 60-minute webinar will take a deep dive into how software as a service (SaaS) can help energy suppliers access this large, and often untapped, customer base to deliver on key strategic objectives.
The live session will explore how SaaS-based customer engagement platforms turn utility meter data into critical business customer insights.
Using these insights, energy providers can build closer relationships with customers while improving customer satisfaction, reducing service costs and increasing revenue across all customer engagement channels.
Our panel of experts including Jeff Jerome, Product Manager C&I, Energy Efficiency at BGE, will also discuss how to capitalise on SaaS platforms to strategically drive business customer loyalty and measurable business results.
Key webinar learnings
You will discover how to:
- Leverage SaaS platforms to turn existing meter data and new data sources into actionable customer engagement insights.
- Address pain points in the business customer journey to reduce service costs while increasing customer engagement, satisfaction and loyalty.
- Grow cross-sell and upsell revenues using targeted, personalised customer insights at scale.
- Transform retention and acquisition strategies through a SaaS-powered business customer engagement strategy.
Join this webinar and learn how you can benefit from a more engaged relationship with your business customers.
The utility industry needs to change the customer conversation. Accurate billing is within reach through smart metering so let's move the dialogue on to energy services as a way to deepen and enrich the customer relationship. Find out how cloud-based platforms can help in this energy webinar.
At Engerati we know that utilities are changing their business strategies to create meaningful relationships with customers that aren't centred on billing or outages. From our analysis and observation of the market, we believe the best enabling technology to create consumer engagement is through a cloud and software as a service approach.
In this webinar, we take a deeper dive into customer retention platforms and assess what the following means for your energy retail business and customer relationships:
Impact 1: Leveraging day-to-day data analytics and insights
Getting the advantage of rich predictive insights to line up with realistic outcomes. The gathering and analysis of data will raise consumer state and situational awareness to allow stakeholders to make better decisions.
Impact 2: Delivery of new services like energy efficiency and demand response
As commodity revenues decline, utilities are looking for new products and services to meet customers' demands for power while providing safe, reliable, and environmentally responsible options. Using a customer engagement platform, utilities can improve sales performance by segmenting customer data and using customer insights target the right customer with the right product at the right time.
Impact 3: Enhancing customer retention, acquisition and churn
Gaining insights into the context of each energy customer to increase customer business satisfaction, drive sales, revenue and deepen utility customer engagement across all channels through greater awareness and participation.
Register and ask the experts
Following our webinar presentations, you will have the chance to ask your questions to our experts. Share your opinions with your peers and most importantly understand the fundamental impact to your business and the transformation opportunities.
See more resources on utility consumer engagement on the In Focus page.