Proactive Outbound Communication Trends

  

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We returned from our client meeting in Memphis a couple weeks ago, and were lucky enough to have many client speakers and also some industry leaders present the current trends in the industry.  Here are some of them relating to Proactive Outbound Communications, presented by Dennis Smith, Chartwell Inc.

Trends in the industry:

• Real-time information and service are increasing expectations among customers
• Preferences for contact channels are changing
• All of the new technologies coming about offer possible savings to customers and utilities

Outbound Notification Trends:

• 60% of utilities now offer automated outbound telephone messaging
• Most websites used for energy data, outage notification, other proactive notifications
• Mobile websites are growing and offering a handful of "apps", more utilities using text messaging
• More than half of notable utilities are now in the "web 2.0" space, hundreds use Twitter, YouTube, Facebook and Flickr

Smart Grid/Energy Trends:

• About 55% utilities in Canada and the U.S. are using, planning or considering AMI/smart meter communication networks for direct load control, communicating rate changes for dynamic pricing programs and/or demand response
• Many utilities offer energy usage information to customers via their websites. About 55% said they were considering a move within 3 to 5 years
• Several utility companies provide energy usage tracking information via text messaging (SMS) and/or iPhone applications

Billing and Collection Trends:

• Most utilities are proactively notifiying their customers with courtesy calls/automated messaging of soft reminders which has proven very effective
• Utilities are beginning to pilot and roll out certain mobile applications and related strategies
• Utilities are evaluating text messaging (SMS) with most activity around notification of bill readiness

Outage Trends:

• Companies are exploring SMS, mobile websites, self-service portals, iPhone apps and social media to provide customers with the information to provide customers with the information they want, when and how they want it
• More are engaging in oubound calling campaigns to verify power restoration, alert customers to a planned outage, alert critical care customers, and provide estimated restoration times

Customers and new technology are driving change and although customers don't think about these changes, they will expect them.