Articles

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Self-Service Strategy for Utilities -- A Step by Step Approach

By Tripati Subudhi, Lead Consultant, Infosys Limited, May, 22, 2012 - Introduction more...
Article Viewed 191 Times | Be the first to comment on this article.

Smart Grid - Only Innovation and Competition Will Bring Consumer Engagement

By Joao Gomes, Technical Manager, , February, 29, 2012 - The only way to bring innovation, new ideas and intelligence for the Energy Sector is to accelerate competition. No other initiative will be successful, if we do not take the competition and the option of choice for consumers. Smart Grid will fail as a measure of energy conservation, unless suppliers motivate people to participate and demonstrate that change is worth it. more...
Article Viewed 1497 Times | 10 Comments

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 2327 Times | 1 Comments

Understanding Multi-Channel Customer Contact Workflow

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

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Article Viewed 2257 Times | Be the first to comment on this article.

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 3707 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 1802 Times | Be the first to comment on this article.

Content continues below ↓

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 1894 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 3393 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 3049 Times | Be the first to comment on this article.

Part 2: Storm, Hurricane, Data Center Disaster, Contact Center: Which of these is the Riskiest to Your Utility?

By Maria DeChellis, Director, Client Services, , October, 26, 2010 - The mystery is solved: the contact center can be one of the most vulnerable areas for data breaches in most utility companies. In Part 1 of this two-part article, we discussed some commonly-found risks in the typical contact center, such as unsecured notebooks, printed reports, lack of accessible shredders, and fax machines run amok. Appropriate Personal Identifying Information ("PII") handling is core to reducing the overall risk to your utility. Now that you have walked through your organization and taken note of your particular risks, what's the next step? The development of your data security plan. more...
Article Viewed 833 Times | Be the first to comment on this article.

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