Posts for category "Our Thinking"

These 3 statistics show utilities are falling behind on digital technology. Here’s how they can catch up.

  • By Aaron Tinjum
  • August 20, 2014

Technology has drastically changed utility customers’ expectations.

Consumers now expect their utility to communicate with them effectively via digital channels, like email, web portals, and social media. This is especially true of the next generation of energy consumers: millennials.

Digital channel communications — like outage alerts, savings advice, high bill alerts, demand response incentives, and thermostat management control — can help utilities to achieve business goals more readily and cost-effectively, and they’re also a key driver of higher customer satisfaction. 67 percent of consumers who use digital channels are satisfied with their energy provider, as opposed to just 58 percent who don’t engage online.

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Electric and gas utilities should join forces and do this 1 great thing for their customers

  • By Casey Davis-Van Atta
  • August 19, 2014

teaser imageThey should run joint gas-electric efficiency programs, a new study says. So should dual-fuel utilities and third-party efficiency program administrators.

There’s a strong case to be made for it, according to a report published earlier this month by the American Council for an Energy-Efficient Economy. Here are four reasons why all parties stand to benefit when utilities weave electric and gas efficiency into the same strategic and operational plan.

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Illinois’ largest electric utility is using data and technology to put their customers first. Here’s how.

  • By Barry Fischer
  • August 18, 2014

Since 2009, ComEd has partnered with Opower to bring valuable data insights and energy management tools to millions of residential utility customers across Chicago and northern Illinois.

And the electric company continues to make significant investments in technology, analytics, and operations to offer their customers a high-quality experience around the clock and throughout the year.

To learn more about how ComEd is putting their customers at the core of the company’s business strategy, we recently caught up with Jana Jones — a Senior Program Manager at ComEd who develops strategies for the utility’s customer engagement and residential energy efficiency programs. In partnership with Opower, Jana manages ComEd’s Home Energy Reports program, reaching 1.5 million homes in the utility’s territory.

Here’s what Jana had to say about how ComEd is using technology, behavioral science, and other strategies to remain a customer engagement leader in the utility industry.

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About Our Thinking

Our Thinking is just that: it’s the place to find out what’s going on right now in the Opower universe. We discuss current perspectives, opinions, ideas, achievements, and events in the burgeoning fields of energy information and utility customer experience.