Customer self service portals are constantly adapting to meet the ever-changing needs of the customers using them. Sometimes trends stay the same for years and other times, shifts in technology and customer expectations bring forth the need for new and innovative ideas.

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Receiving and paying a bill is one of the few times that utility providers interact with their customers. In the past, this process was slow and inefficient. Paper bills would be sent out to customers via post, customers would receive the bill and then head to their local office or bank to make a payment. But, things have come a long way since then.

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There are three main customer experience metrics that utility providers should be tracking to determine how happy their customers are. These are Customer Effort Score (CES), Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

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From a business perspective, utility usage data is an important metric. Not only does it give you insights into customer behaviour, it also gives you invaluable KPIs that help you build a strategy around your long-term objectives for managing conservation and demand.

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Utility providers have traditionally operated in an industry with little-to-no competition, which meant utility leaders were typically slower to invest in new technologies primarily focused on enhancing the customer experience

Yet in recent years, there has been a sudden shift - largely led by a huge change in what customers expect from their utility providers.

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Managing conservation and demand is top of mind for any utility provider. That’s why all utilities should have a demand response program that focuses on accurately predicting load and reducing peak demand.

This is important for two reasons. Firstly, it’s more environmentally friendly since relying on additional sources for more power is more carbon intensive. Secondly, peak power is significantly more expensive than traditional power generation.

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The landscape of utility software has changed dramatically in the last few years. If utility providers are to keep their customers both engaged and satisfied in today’s customer experience-focused world, they need to stay up to date with the latest, and greatest, customer engagement software for utilities.

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The energy industry has seen significant changes over the past decade, and the pandemic has only increased what customers expect from their electricity providers even further.

This has been a challenge for electric utility providers, which have traditionally operated in an industry with little-to-no competition. This lack of competition left many management teams seeing no real value or ROI in prioritizing the customer experience and investing in innovative technologies. 

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Based on a mix of regulations and demand from consumers there’s a new type of utility billing that’s beginning to change the face of energy markets around the world - and particularly across North America. It’s called supplier consolidated billing (SCB).

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No customer likes an increase in their bills, especially when they could have limited control over the company they use - like their utility providers. But what if we told you rising energy bills were an opportunity for your utility to improve the utility customer experience?

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