Tag Archives | customer engagement

Utility company ComEd redesigned their bill with the help from their customers

Commonwealth Edison Company, perhaps better known as ComEd, is a unit of Chicago-based Exelon Corporation that provides service to approximately 3.8 million customers across Northern Illinois, or 70 percent of the state’s population. Recently, that population got to put their two cents in on how ComEd’s bill looked through crowdsourcing. For this installment of utility2utility, we spoke to Ron Donovan, vice president of customer channels about the process of redesigning that bill in that unique way.

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Five tips to engage utility customers

Once upon a time, electric utilities and their customers lived in a world with little need to interact except over billing and power outages. Over the last few years, that has changed dramatically. Government mandates to reduce peak loads, modernize the grid and engage customers have utilities scrambling to become more dynamic and better support their customers’ lives.

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Webinar: Taking utility mobile apps to the next level, 22 January 2014

Mobile apps have become a must-have for utilities looking to tap into the mobile channel to improve customer satisfaction scores and reduce call center costs. Bringing traditional self-service capabilities to mobile devices was a natural first step for utilities, but mobile apps are capable of much more. By taking advantage of the full range of mobile app functions, utilities can transform the way they communicate with their customers.

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New research shows consumers are happy with smart meters

Research from uSwitch has shown that households which have smart meters are not only enjoying more accurate billing but are also more satisfied with their energy providers. The survey revealed that 92% of households with a smart meter are happy to have it and a further 87% would recommend having one installed. The findings suggest that recently voiced concerns regarding how the population would respond to a general rollout of smart meters are misplaced.

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The success of the smart grid hinges on consumer education

The ultimate success of the smart grid will depend on consumers taking a more proactive role in their daily energy management. Thus, getting to the pulse of what consumers really know and understand about energy is half the battle in engaging and educating consumers on the array of benefits that an advanced grid provides. Through in-depth research, the industry will be able to get a better grasp of how to educate and engage consumers on the value of new products and services that can come from a modernized grid. Continue Reading →

Resource Release: Voices of Experience Guide

The U.S. Department of Energy released Voices of Experience: Insights on Smart Grid Customer Engagement today at the National Town Meeting on Demand Response and Smart Grid in Washington, D.C. This newly-released document compiles information on the successful approaches used by electric utilities to engage customers in smart grid technology and deployments.

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