The data produced by interval meters has the potential to do much more than just support grid infrastructure or improve energy efficiency. As the energy landscape continues to become more customer centric utilities need to look for ways to develop meaningful relationships with consumers. Your customers, especially in the non-residential segment, want the utility to provide more than just electrons. They want the energy provider to act as a hub of insights, options, and personalized service – AMI data offers energy providers the opportunity to do just that.
How Agentis Improves Customer Satisfaction Scores
Agentis develops advanced energy analytics tools that business customers love. By leveraging AMI data, extensive voice-of-customer research, and continuous product development, Agentis has created the leading platform for improving customer satisfaction scores at non-residential accounts. Our utility partners increase their customer satisfaction scores by using Agentis technology to engage underserved segments, deliver personalized energy insights and analysis, and streamline customer interactions for call center and key account management teams. Are you leveraging your AMI investment to grow customer satisfaction?
Reaching Underserved Segments
Small and mid-sized business accounts are notoriously difficult to engage for most energy providers. In fact, for many small businesses the only interaction they have with their utility is a monthly billing statement. As a result, SMBs are far less engaged and far more likely to view their utility as a cost center rather than a trusted business advisor. That negative sentiment can result in major missed opportunities. For example, Accenture recently found that SMB managers are 83% more likely to pilot new energy related technology in their business than they are in their home. If utilities can’t turn the tide with SMBs they risk missing these new technology opportunities - losing a potentially significant market in the years to come.
However, some leading utilities have begun to understand this risk and are taking steps to better connect with their small and mid-sized business customers. These innovative energy providers have already seen measurable increases in JD Power scores, and the long term significance of positive customer experiences will only grow. In fact, a large midwestern utility saw their JD Power score for business customer satisfaction increase by .7 points after implementing Agentis technology.
Agentis technology helps utilities by translating meter data into relevant insights, such as explanations for why a bill is up or down from period to period, and delivering that information to previously unreachable customers. Through the Agentis Business Energy Reports product, energy providers can cost-effectively reach small business accounts with targeted insights, promoted services, and provide layman friendly answers to common energy questions. Business Energy Reports are also the most effective channel for driving SMBs to digital self-service options such as the Customer Engagement Portal.
Delivering Energy Insights, Not Charts and Graphs
Like the data that feeds them, digital energy portals such as the CEP are much more versatile than they may at first appear. While many utilities do rely on the Agentis Customer Engagement Portal to deliver behavioral savings and programs uplift, those benefits are just one of the many potential positive outcomes to forming a better digital relationship with your business accounts. In fact, many of the leading utilities rely on Agentis digital engagement tools to drive customer satisfaction initiatives.
That makes intuitive sense if you think about the differences between a business customer and a residential consumer. Every business relies on a handful of key vendors to keep their operations running smoothly – and across the board, from banking to office supplies to telecoms, these other vendors all provide a level of digital service far beyond what a typical utility offers. In short, your non-residential customers have become used to a higher level of digital service and they’re hungry for better online options from their utility. When businesses receive those options their satisfaction improves dramatically.
"According to the Centric Digital IQ Score, which is used to benchmark digital intelligence. The utility industry scores 512 on a 1,000-point scale, a near 60-point decline from last year. The retail sector, in comparison, scores 694."
However, successful energy portals have to do much more than just display energy charts and graphs, just as successful banks have to do more than just show your account balance. That’s why Agentis has dedicated so much time and effort to understanding customer needs and crafting a user experience that businesses like. Instead of just showing users graphics related to energy usage, Agentis displays easy-to-digest insights, energy analysis, and suggestions for improvements, ensuring your business customers get the most out of every digital interaction—increasing customer satisfaction scores along the way.
Streamlining Customer Interactions
However valuable they may be, digital portals and outbound energy reports are just two of the many touchpoints your business customers have with the utility. To truly embrace a more customer-centric business model, you need to understand that every interaction your staff has with a customer is an opportunity to increase satisfaction and influence the customer journey.
Once again, energy data has the potential to transform these customer touch points, and leading utilities are already demonstrating how to do it.
Our utility partners rely on the Agentis Advisor Portal to streamline calls to the customer support hotline, and to improve the efficiency of key account managers when they visit a client site in person. Specifically, CSRs use Agentis analytics to better identify customer problems and spot anomalies. Likewise, the field rep mobile application and report builder tool allow key account managers to quickly and easily capture notes, photos, and interaction history from field visits, replacing pen and paper and saving them hours of tedious manual work.