Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – April 26, 2021

Posted to Energy Central in the Customer Care Group
image credit: ID 45321318 © Rawpixelimages |
Karen Marcus's picture
Freelance Energy and Technology Researcher and Writer Final Draft Communications, LLC

Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with well-known companies, providing direction, research, writing, and...

  • Member since 2017
  • 416 items added with 371,407 views
  • Apr 26, 2021

Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes timely information about replacing your legacy CIS, what residential customers really want from their energy utilities, and more. Be sure to like and comment on your favorite posts. Happy reading!


Replacing Your Legacy CIS: 5 Steps That Will Help You Select the Right CIS and Vendor

Jonas De Backer

Link to original article:

Your customer information system (CIS) is an important part of your operations. But what happens when it needs to be replaced? In this article, Jonas De Backer, Communications Officer at Itineris shares five suggestions for finding the right CIS and vendor. They include planning, focusing on your big-picture goals, deciding whether you want a cloud service, getting demonstrations, and asking other utilities about their best practices in this area.  


Shifting Customer Personas of Energy & Utilities Industry

Nitin Goyal

Link to original article:

In this piece, new Energy Central member Nitin Goyal, DPE at IBM explains how traditional personas used by energy utilities are transforming. He identifies four primary personas that utilities should be thinking about now: consumers, who get all their power from the utility; prosumers, who produce some of their own power; prosumagers, who produce some of their own power and have the capacity to store it as well; and prosumagers++ who trade or share the energy they produce with others. Each of these groups has its own needs and concerns, which utilities are wise to pay attention to.


How Vendor Partners Can Help Utilities Pivot During Crises

Mechele Herres

Link to original article:

In this post, new Energy Central member Mechele Herres, Marketing at Utility 2030 Collaborative points out that, because utilities are public-facing companies, they often suffer the consequences of negative headlines more than other types of businesses. She suggests that, therefore, utilities have to work that much harder to meet and exceed customer expectations. One way to do it is to work closely with vendors who can contribute services that help them connect more closely with customers. She includes the example of how the City of Olathe, KS worked with a vendor to address customer payment issues during the COVID-19 crisis.


What Have We Learned About Today’s Energy Consumers?

Nathan Shannon

Link to original article:

The Smart Energy Consumer Collaborative (SECC) has been researching what residential customers want from the energy industry in areas like EE, COVID-19, and smart home technology. In this piece, Nathan Shannon, Deputy Director at SECC explains the results of this research. Top findings include customers making the connection between smart energy and slowing climate change; customers needing more education on how to access programs and technologies; and customers looking to their providers for support as they deal with the impact of COVID-19.


Thanks again for reading this edition of Customer Corner! The authors listed above are eager to hear your thoughts and questions, so don’t hesitate to engage them. And if you want your content to be featured in this spot in future issues, be sure to publish your posts within the Customer Care Community.


Make sure you don’t miss out on these shared insights in the future.

If you're not yet a member of the EC Customer Care community, follow the link to 'JOIN NOW!' Then select the "join option" in the top right of the group page.  If you are not yet registered, you will be prompted to create a profile first.

As a member, you'll not only be able to read what your fellow peers are saying but also be able to join in on the conversations by sharing your insights (which might get featured in a future monthly digest!). Plus, you can start a conversation by discussing articles with peers in the comments section, and you will automatically be signed up to receive the Network's weekly newsletter.

Already a member, but you’re not receiving the Community Group's Updates? Log in, and then follow this link to manage your newsletter Subscriptions. 


No discussions yet. Start a discussion below.

Get Published - Build a Following

The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.

If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.

                 Learn more about posting on Energy Central »