Mastering multi-channel communications for customer service success.
Paul Woods is industry solutions lead at HP Exstream Enterprise Software.
More than ever before, utilities are presented with extraordinary opportunities to engage customers in dialogues that lead to better understanding, deeper connection, mutually beneficial savings and greater energy consumption awareness. With the simultaneous proliferation of both smart meters and smart phones, utilities not only have the ability to access meaningful energy usage data, but also the means and platforms to cost-effectively communicate it in ways that a majority of customers prefer to receive it.
So why are so few taking advantage of the rapid evolution in communications?
Given the scope and stakes of the opportunities at hand, many utilities have silos of information and expertise that should be shared and leveraged to avoid what, to most observers, appears to be a noticeable lack of initiative and creativity in terms of what and how they communicate with key stakeholders. Utilities want to make the necessary changes; however, bureaucracy and legacy systems have slowed the process. But this window of opportunity won’t remain open forever. It’s time for utilities to push back and take advantage of the unprecedented efficiency, reach, and power of today’s media platforms, and strategically position themselves in a consumer environment increasingly shaped by digital communications.
For decision makers at many utility companies, that sounds fine—but where to start?