Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – April 26, 2021Posted to Energy Central in the Customer Care Group
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- Apr 26, 2021 8:30 pm GMTApr 26, 2021 7:57 pm GMT
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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
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
Link to original article: https://energycentral.com/c/cc/shifting-customer-personas-energy-utilities-industry
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
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?
Link to original article: https://energycentral.com/c/cc/what-have-we-learned-about-today%E2%80%99s-energy-consumers
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.
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