For years, I worked at a major utility, figuring out how to better engage our customers.
It certainly wasn’t an easy task — customer service can be a hard business for utilities. That’s especially true in the context of the numerous challenges facing today’s industry: distributed generation, flattening electricity demand, increased pressure from regulators, and heightened customer expectations among them.
As an industry, these trends are leading utilities to focus more and more on improving customer service. And rightfully so — it represents a $30 billion per year expense that still has some room for improvement. The question is: can utilities truly reinvent customer service, in a cost-effective way that strengthens the customer relationship and bolsters the bottom line?
At Opower, we think the answer is a resounding “yes.”