Post tagged with "mobile"

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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Our Thinking

Webinar: How Utilities Can Maximize Their Mobile Strategies

  • By Aaron Tinjum
  • September 9, 2013

As smartphones become more and more commonplace, customers are increasingly looking to interact with service providers through the mobile channel. Utilities are no exception.

In the face of rising customer expectations, how can utilities develop comprehensive mobile solutions that deliver a premium user experience without breaking the bank? How should a utility navigate the world of apps and web, in-house and external, native and hybrid? What do they stand to gain?

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Our Thinking

Making the most of mobile: what utilities can learn from other industries

  • By Jordan Jakubovitz
  • August 13, 2013

Across the world, smartphones are changing the way businesses interact with their customers. With new mobile technology, customers increasingly expect their favorite brands and service providers to be available through the mobile channel.

This is also true for utilities. Mobile traffic to utility websites is on the rise, and during major storms can spike as much as 1600%

To keep with this trend, a majority of large utilities have created mobile-optimized websites and nearly half have launched mobile applications. However, most of these solutions are transaction-focused and limited to bill payment and outage management. While these features are certainly useful, customers have come to expect more from their mobile experience.

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