Balancing operational cost and consumer value creation.
Regulatory mandates and smart grid technologies are creating an opportunity for utilities to adopt a new approach to customer service—an approach that balances a range of strategic and operational imperatives, toward the promise of higher customer satisfaction, greater efficiency, and enhanced revenue.
The buzzword of the day is ‘analytics.’ But what does it mean?
As utilities seek to extract value from their technology assets, smart grid and metering data is becoming a gold mine for insights about how to improve service and save money. Fortnightly’s Alyssa Danigelis speaks with experts in the growing field of data analytics, to learn how big data might reshape the utility landscape.
Providing reasonable options for customers who object to smart meters.
Customers in some markets are demanding the right to opt out of smart meter deployments. Their concerns involve radio frequency (RF) emissions and potential privacy breaches. Whether these concerns are valid or not, some regulators are requiring options for customers who don’t want smart meters. The right approach can satisfy concerns without undue costs and complexities.
Customers won’t join the team unless utilities make it worthwhile.
Are utilities ready to really engage customers, and get them to care about more than just whether the beer stays cold? Or will we turn our focus away from customers, because we don’t know how to engage them — or how to convert engagement into value?
Smart grid evolution requires two-way communication—with meters and with customers themselves.
Despite the industry’s cautious and inconsistent approach, the smart grid is becoming a reality. Projects and pilots have provided valuable experience about what works and what doesn’t. Recent survey results illustrate the lessons utilities have learned—and how they’re changing their strategies.
Technology opens customers’ homes to utility services.
Advanced metering infrastructure and intelligent appliances are opening the door to a new market for utility services. But in-home services are a completely different ball game. Going beyond the meter will require utilities to transform the way they engage and serve customers.
Utilities work toward a more mature relationship with customers.
The notion that utilities don’t do a good job of consumer engagement is only half true. The fact is, many customers don’t want to be engaged. They just want cheap, reliable electricity, no questions asked. But smart grid advancements call for a dramatic improvement on both sides of the conversation. Utilities are struggling to create a more mature relationship with their customers.
Unlocking value in the evolving energy marketplace.
Non-traditional competitors may pose a threat to investor-owned utilities. New research shows that real competition is coming from brick-and-mortar retailers, cable and phone companies, and online retailers like Amazon and Google. The competitive challenge calls upon utilities to strengthen customer relationships.
SMS offers an alternative to paper billing. Smart Meters Driving Adoption Customer Engagement Supporting the Payment Process Learning from Europe
Text messaging promises benefits in customer service and bill-payment efficiencies. Utilities have been slow to take up the opportunities, but successes in other industries and among European utilities is opening the door to SMS transactions for American power companies.
Hype, hysteria, and strategic planning.
The industry is learning some painful lessons about public communication. Hype has given way to hysteria over smart grid rollouts, and forced many companies to re-think their strategies. Capturing the benefits of new technology requires a straightforward approach to selling the benefits — and facing the costs.