Eric Gargiulo, FirstFuel Software

WHAT BUSINESS CUSTOMERS WANT FROM UTILITY CUSTOMER ENGAGEMENT

KS ENERGY CONFERENCE

C O N F I D E N T I A LC O N F I D E N T I A L

WHAT IS CUSTOMER ENGAGEMENT?

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Talking to customers.

When they want.

How they want…

About what they want.

And offering solutions.

3C O N F I D E N T I A L 3C O N F I D E N T I A L 3

UTILITIES ENGAGE THEIR CUSTOMERS EVERY DAY…

DIGITALBILLS &MARKETING

PHONE FACE-TO-FACE

C O N F I D E N T I A LC O N F I D E N T I A L

…BUT THERE IS STILL ROOM TO IMPROVE

500

550

600

650

700

750

800

850

Auto Insurance Banking Airline Utility

2016 J.D. Power Average Customer Satisfaction

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C O N F I D E N T I A LC O N F I D E N T I A L

TODAY’S UTILITY CUSTOMERS EXPECT MORE PERSONALIZATION

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58%WANT ADVICE ON

WAYS TO SAVE WITH AMI DATA

87%OF BUSINESSES WANT TAILORED

ENERGY SOLUTIONS

Source: Accenture

6C O N F I D E N T I A L 6C O N F I D E N T I A L 6

CUSTOMER-CENTRIC INDUSTRIES USE DATA

“In today’s world, our customers are having advanced customer service experiences with many other companies – they can order almost anything online and have it delivered practically the next day, they can receive call backs when someone is ready to assist them...and they can text their order to a restaurant before they even arrive. They’re expecting the same level of service from their utility.”

- Mike Innocenzo, COO, PECO, 2014

7C O N F I D E N T I A L 7C O N F I D E N T I A L 7

CUSTOMERPROFILEFirmographic data

Energy dataTransactional data

Analytics

TRADITIONAL RECORDOld world:

NameAddressCompany

Phone & EmailBill HistoryCall History

INTELLIGENT CUSTOMER PROFILENew world:

Local weatherSquare footageBusiness typeLoad profileCustom ECMs

Past program participationWeb historyPotential/propensity scores

Rate plan optionsEnergyStar ScoreEmail opens/clicksMulti-site supportOutage history

INCREASE IN DATA ENABLES BETTER CUSTOMER ENGAGEMENT

C O N F I D E N T I A LC O N F I D E N T I A L

KANSAS’S ADVANTAGE—DATA FROM SMART METERS

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~70Mnationwide

>700Kin Kansas

At ~50% AMI penetration, Kansas has vastly exceeded IEI smart meter deployment projections.

9C O N F I D E N T I A L 9C O N F I D E N T I A L 9

DATA-DRIVEN ENGAGEMENT: BILLING COMMUNICATIONS

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Old World New Worldvs.

2-4xImproved

engagement

10C O N F I D E N T I A L 10C O N F I D E N T I A L 10

DATA-DRIVEN ENGAGEMENT: CUSTOMER OFFERS

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Old World New Worldvs.

4-8xImproved

engagement

15xImproved

engagement

11C O N F I D E N T I A L 11C O N F I D E N T I A L 11

DATA-DRIVEN ENGAGEMENT: RATE PLAN EDUCATION

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Old World New Worldvs.

4xImproved

engagement

C O N F I D E N T I A LC O N F I D E N T I A L

J.D. Power 2017 Business Customer Survey

DATA-DRIVEN ENGAGEMENT DRIVES CUSTOMER SATISFACTION

Bill & Usage Alerts

Notifications of high usage or costs

Education & Participation

Awareness & use of program, product, and service offerings

Price Awareness & Choice

Knowledge & option to select optimal rate plan

12 Points 60-100 Points 25 Points

C O N F I D E N T I A LC O N F I D E N T I A L

ACHIEVE TOP-QUARTILE

CUSTOMER SAT

OPTIMIZE SERVICE COSTS ACROSS

CHANNELS

INCREASE PROGRAM PARTICIPATION &

REVENUE

BETTER ENGAGEMENT SUPPORTS OUR CLIENTS’ GOALS

C O N F I D E N T I A LC O N F I D E N T I A L

THANK YOU

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Eric GargiuloProduct Marketing Managerericg@firstfuel.com

http://bit.ly/FFengage

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