Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – July 22, 2021
- Jul 22, 2021 5:12 pm GMT
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 information about promoting charitable events, key attributes of smart device owners, and more. Be sure to like and comment on your favorite posts. Happy reading!
Implementing a New CIS: 6 Steps That Will Set You up for Success
Link to original article: https://energycentral.com/c/pip/implementing-new-cis-6-steps-will-set-you-success
In this post, Jonas De Backer, Communication Officer at Itineris describes the process for successfully implementing a new customer information system (CIS). The steps include understanding and documenting your business processes, making your CIS project the top priority, engaging the right stakeholders, ensuring you have the physical space you need, performing process redesign early and setting expectations, and planning for post-live.
What Charitable Events Should Your Utility Promote?
Link to original article: https://energycentral.com/c/cc/what-charitable-events-should-your-utility-promote
Given the polarized nature of our current culture, promoting community events isn’t as simple as it used to be. In this piece, Andy Gotlieb, Managing Editor of a specialty publication offers advice for choosing which events to support. His tips include avoiding anything to do with politics, religion, race-related issues, and any controversial issue such as abortion, immigration, gun control, and vaccinations. Relatively safe events include those that celebrate holidays like the Fourth of July, events that raise money for food banks, food festivals, animal events, and events involving kids.
Who Are Smart Home Device Owners?
Link to original article: https://energycentral.com/c/cc/who-are-smart-home-device-owners
The Smart Energy Consumer Collaborative (SECC) recently conducted a survey to learn key attributes of smart home device owners and discover why non-owners have not yet adopted. Devices include smart speakers, thermostats, appliances, plugs/outlets/power strips, and lighting. In this article, Nathan Shannon, President and CEO at SECC describes the results of this survey. Some results include that comfort with technology is one of the key attributes of smart device owners, multi-device ownership is common, and device owners are largely satisfied with their devices.
Utility Customer Messaging: Leaders Go First
Link to original article: https://energycentral.com/c/cc/utility-customer-messaging-leaders-go-first
Here, John Egan, President at Egan Energy Communications uses “leaders go first” messaging from his city’s water utility as an example of an effective platform electric utilities could also deploy. For example, in the event of a price increase, a utility might explain how it has “gone first” by using rainy day funds, refinanced bonds, postponed equipment maintenance, and taken other measures to provide needed operational funding. The same strategy could be used for rotating outages and other matters that are unpleasant for everyone concerned.
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.
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