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.
Tag Archives | customer engagement
Utilities are no longer merely service providers. They have also become information providers, thanks to the increase in smart technology. The ability to interact with customers when and how they want is key when it comes to doing business with the next generation of consumers.
Like any other investor-owned utility facing disruption, Duke Energy has come to an existential fork in the road: New business models or no? For Duke, the nation’s largest electric utility, the answer seems to be a resounding yes.
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.
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.
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.
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 →
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.