Customer and public interaction
Improving the utility stakeholder experience in a changing world
Utility customer relationships are changing in ways we are only beginning to see. In a connected, always-on world, customers want the same ease of access and speed of responsiveness from their electric utility as they get from other service providers.
Customers expect the lights to come on at the flip of a switch. They expect cheap and predictable electricity service. And if the power goes out, they expect the utility to know this before they call – and know with certainly when service will be restored.
Transforming the utility business model for enhanced customer experience
Advanced metering infrastructure (AMI), Home Area Networking (HAN), distributed generation, plug-in electric hybrid vehicles (PHEVs). Emerging technologies are changing how and how much electricity commercial and residential customers use and how they interact with their utility.
KEMA helps clients harness advanced grid technologies and infrastructure to enable business model transformation – with an eye on enhancing customer experiences and build stronger, more positive stakeholder relationships.
And we help clients enhance customer experience through improved reliability, storm resilience, timely storm recovery, and strategic information systems for customer communications before, during and after storm events.
Operational excellence models for improved commercial operations
We also help clients move to operational excellence models that improve their day-to-day commercial offerings, quality of customer services, efficiency of commercial operations and processes and account management approaches.
By better aligning utility marketing, sales, and customer service strategies with corporate vision and goals, KEMA also helps utilities improve their ability to adapt to rapidly changing markets.
We bring an understanding of the customer business life-cycle to each client situation to quickly identify areas for process improvement and cost reduction, such as
marketing strategy, segmentation, and target marketing plans implemented with toolkits for highly targeted and cost effective sales and promotions
improved processes and cost effectiveness of call center management and customer interaction using client self-service options including web, IVR, and interactive document delivery
improved customer education campaigns through the ability to provide custom messaging and customer click through to desired education topics.
Building utility stakeholder confidence and goodwill before goodwill is needed
KEMA helps utilities improve customer and public interaction across the enterprise – from billing, sales, marketing and customer relationship management (CRM), to communications structure, technology, and procedures, to system design, maintenance and outage management.
We apply our knowledge of leading industry practices in utility call center process and design, emergency and outage restoration planning and management and communications technologies and procedures. And we work with clients to build confidence and goodwill with customers and key public and regulatory stakeholders before goodwill is needed.
Our customer experience management solutions cover all aspects of the utility enterprise, including:
marketing, sales and customer service processes, organizational structure, capabilities and governance
loading, pole condition and failure analysis
emergency restoration planning
crew dispatch internal communications
AMI system evaluation
restoration external communications process
implementation plan for resources on demand
corporate communications organization
community relations organization
key accounts organization
customer service representatives / call centers (CRS).