energyPulse

Articles

1-10 of 231 items listed          First    Previous    Next    Last   

Better Together: Unifying Gas, Water and Electricity Management Systems

By Matthew Burkmier, Chief Technology Officer, Calico Energy Services, December, 13, 2011 - When gas, water and electricity usage can be monitored, measured and managed collectively in one cohesive framework, utilities can improve conservation, help their customers save money, reduce administrative costs and better prepare for increased demand from population and/or industrial growth. But that's not the case today at most utilities.  more...
Article Viewed 1504 Times  |  1 Comments

Understanding Multi-Channel Customer Contact Workflow

By Anirudh Mohanty, Senior Consultant, Infosys Limited, October, 12, 2011 -

 more...
Article Viewed 1891 Times  |  Be the first to comment on this article.

Integrys Takes a Multi-Pronged Approach to Drive E-Billing Growth

By Mary Kay Wesolowski, Billing and Payment Life Cycle Manager, Integrys Utilities, September, 30, 2011 - Despite the fact that electronic bills, or e-bills, have been around for more than a decade, there is still a lack of consumer awareness about them. Many consumers lack insight into the availability of e-bills, how they work, and their benefits. This general lack of knowledge is a factor in lower than hoped e-bill adoption rates -- which hover around 10 percent for many utility companies1.  more...
Article Viewed 2277 Times  |  Be the first to comment on this article.

How Technology Advancements in Smart Metering Can Enable Broader Socio-economic Changes

By Prosenjit Dutta, Principal Consultant, Infosys, September, 13, 2011 - With the deployment of Smart Metering, Utilities now have an opportunity to explore the broader benefits that Smart Metering can result in. Of course, many utilities are currently in the process of leveraging their Smart metering investments to employ energy savings programs such as Demand Response, Critical Peak Pricing just to name a few. However, one important aspect that should be considered by Utilities and regulators alike are the socio-economic changes that can be brought in by leveraging the Smart Metering Infrastructure.  more...
Article Viewed 2536 Times  |  20 Comments

EBPP Becoming More a Requirement Than an Option

By Harry Stephens, President and CEO, DATAMATX, July, 22, 2011 - What a difference a decade makes. Just a little over ten years ago, many businesses remained uncertain that they really needed a Web site, and we might have remembered to check our email maybe two or three times a week without missing anything important. Cell phones were catching on, but they were only voice-enabled and not linked to the World Wide Web. Twitter was strictly for the birds and Facebook a fad among college students. Things have certainly changed.  more...
Article Viewed 2514 Times  |  1 Comments

Transforming the Customer Relationship: What Electric Utilities Must Do To Survive the 21st Century

By Michael Gianunzio, Chief Legislative & Regulatory Affairs Officer, Sacramento Municipal Utility District, June, 24, 2011 - Investor owned and consumer owned electric utilities need to address a new challenge in the next decade or they may become mediocre, obsolete, servant infrastructure to businesses who will take their customers away from them. The transformation of the electric customer is a new phenomenon and electric utility board of directors and executive management cannot wait to respond, but must proactively take this challenge head on.  more...
Article Viewed 3231 Times  |  5 Comments

New Media Channels Offer Many Paths to Improved Customer Communications -- Part 2 of 2

By Doug Cox, Director, NA Enterprise Business, GMC Software, May, 03, 2011 - Developing positive relationships with consumers is becoming increasingly important as both energy providers and their customers confront the uncertainties of today's world. While traditional print mail -- including monthly invoices -- and the customer service call center remain viable and important channels of communication, the so-called "new media" offer many additional ways to convey information and even to interact with consumers. For example, the Internet is home not only for your corporate Web site, but also of new vehicles for reaching out to customers through social media sites like Twitter and Facebook.  more...
Article Viewed 1606 Times  |  Be the first to comment on this article.

Developing a Partner Relationship with Customers -- Part 1 of 2

By Doug Cox, Director, NA Enterprise Business, GMC Software, April, 26, 2011 - More than any time that most of us can remember, the nation and the world face uncertainties that may have significant impact on energy cost and usage in the United States. Extreme weather in North America and political upheavals on the other side of the globe can cause service disruptions that increase costs for utilities and eventually for consumers. Apart from predictable seasonal usage and rate adjustments, the rising rates are due to events that are simply beyond the control of utility companies. However, they are forced to become the bearers of bad news when there is no choice but to charge customers higher rates, and customers may "blame the messenger" for these increasing costs.  more...
Article Viewed 1721 Times  |  1 Comments

Increasing the ROI for Utility Self Service Portals Through - Outcome Based Pricing

By Narendra Gogula, Associate Vice President, Infosys, April, 13, 2011 - Abstract:  more...
Article Viewed 2910 Times  |  Be the first to comment on this article.

Top Three Tips for Reducing Operating Expenses and Improving Customer Care By Driving Consumers to Electronic Channels

By Charles Speidel, VP Market & Business Development, CSG Systems, April, 06, 2011 - The business case for driving consumers to electronic channels is clear; however companies have been unable to significantly increase the adoption of paperless billing services among the majority of their customers. Industry analyst and direct interviews with utilities reveal that less than 10% of utility customers have taken advantage of paperless billing. Most utilities cite three barriers to adoption including privacy concerns, the transition from paper to online record keeping, and adjusting to electronic vs. paper-based notifications. These roadblocks are challenging but can be overcome by executing on three tried and true measures -- 1) educating these consumers on the value, safety and security of paperless billing including the concept of the electronic file cabinet, 2) accurately segmenting and capturing profiling information to reach the right set of consumers with the right messages, and 3) communicating the benefits, which can take several forms including incentives for consumers to make the transition.  more...
Article Viewed 2619 Times  |  Be the first to comment on this article.
1-10 of 231 items listed          First    Previous    Next    Last   
 

White Papers:

 

Case Studies:

 

Research Reports:

 

Receive Energy Central eNews & Updates






 

3rd Annual Utility Customer Experience Management Conference

 Wednesday Feb 8, 2012 - Friday Feb 10, 2012 - San Antonio, TX - United States

The 3rd Annual Utility Customer Experience Management Conference will be a three day, industry focused event, specific to those within Customer Service, Customer Relations, Customer Communications and Credit and Collections. more...
All Conferences / Shows »
 

Contribute Your Work

It's easy to contribute articles, article proposals, commentary and analysis and be published online through Energy Central!

Sound interesting? Contact the editor for more information.



Sponsored Content