News & Announcements

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More utilities are piloting smart grid-enabled demand response programs, but customer engagement is crucial to success

Chartwell Inc. - While demand response programs are growing in the industry, more utilities are beginning to launch full-scale dynamic pricing plans to a broader base of residential customers, according to industry data featured in Chartwell's latest report, Demand Response and Rate Programs for Residential Customers 2012. more...

FirstEnergy Deploys iFactor's Storm Center for Web and Mobile Outage Communications

iFactor Consulting, Inc. - FirstEnergy Corp. has deployed a new outage map across its utility company service territory, providing access to real-time power outage information to the general public. more...

Colorado Springs Utilities implements iFactor's Storm Center website map and mobile apps

iFactor Consulting, Inc. - Colorado Springs Utilities now offers their customers near real-time electric outage information with iFactor Consulting's Storm Center product and mobile applications. more...

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Utility contact centers making strides in improving metrics, new Chartwell report details

Chartwell Inc. - Across North America, many utilities are finding success through efforts to enhance the customer contact experience by improving key performance metrics, Chartwell's latest report Contact Center Metrics 2012, reveals. more...

Energy audits are commonplace in the industry, but design and promotion can be key to participation

Chartwell Inc. - While the vast majority of utilities offer some form of energy audit, customer participation rates across North America remain relatively unchanged in recent years, according to Chartwell industry data featured in its new report, Energy Audits and Upgrades 2012. more...

E Source Launches Customer Experience Suite for Utilities

E Source Companies, LLC - According to the 2012 E Source Customer Experience Management Survey, 84 percent of investor-owned utilities and 78 percent of municipal utilities are currently engaged in customer experience management or plan to be in the next 12 months. more...

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Crimson Oak Consulting Joins Itineris to Offer Expanded Strategies, Solutions & Services

Crimson Oak Consulting - Marietta, GA based Crimson Oak Consulting is pleased to announce that they have joined Belgium-based Itineris to offer North American utilities expanded strategies, solutions and consulting services. more...

More utilities offering IVR technology as a self-service function, according to new Chartwell report

Chartwell Inc. - As self-service options continue to expand due to cost, efficiency and customer care benefits, interactive voice response (IVR) units have become increasingly commonplace within utilities, Chartwell's recent report, IVRs and Speech Recognition 2012 details. more...

E.ON IT Embraces Convergys Smart Revenue Solutions across its Group

Convergys - Convergys Corporation (NYSE: CVG) announced today that it has signed a new group-wide Framework Agreement with E.ON IT. more...

Satisfaction is on the rise, while customer experience initiatives reveal increased value, Chartwell reports

Chartwell Inc. - Despite economic challenges and a number of notable smart meter controversies in recent years, the majority of customers are happy with their utilities, Chartwell's recent report, Customer Satisfaction 2012, reveals. more...

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Case Studies:

Visa Bill Payment Case Study: DTE Energy

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AEP has significantly reduced customer service resolution time on account disputes from three days to one

WAUSAU Financial Systems

Striata Case Study - CPS Energy

ENERGY BLOGS

The Truth About The TXU Free Nights Plan

By Holbert Janson - TXU's latest electricity rate plan (marketing gimmick) is designed to grab consumer’s attention. But for most people, it’s not likely more...

Customer and Utility Perspectives Part 3: Energy Efficiency Program Sign-Ups

By Sam Zastrow - Are your energy efficiency programs meeting goals and expectations? In the design, implementation and management of energy efficiency programs more...

Energy Rebates Can Save Big Bread

By Mike Smith - by Mike Smith, Energy Central and Huffington Post blog columnist Washington, DC -- OK, when was the last time more...

Break Through in IT and Control Systems can lead to Plug and Play Smart Grid Systems

By Alok Misra - Recent Advances in ITand Control Systems can very early lead to Plug and Play Smart Grid systems. However the lacking more...

Customer and Utility Perspectives Part 2: Customer Survey Strategy

By Sam Zastrow - Are your energy efficiency programs meeting goals and expectations? In the design, implementation and management of energy efficiency programs more...

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Webcasts

Customer Analytics Issues, Trends, & Drivers

Wednesday May 30, 2012 - 12:00 PM Eastern - Virtual Event

Learn how utilities are realizing the full potential from new customer data in this free Executive Insights webcast, which will include lessons from utilities in the field, as well as an overview of results from the Utility Analytics Institute's Annual more...

Smart Grid Analytics: All That Remains to be Ready is You

Tuesday Jun 12, 2012 - 1:00 PM Eastern - Virtual Event

Join us for a live smart grid analytics discussing real life case studies for how analytics can change the speed of business today, allowing users to unleash their creativity and focus on what matters: data-driven insights that benefit the business. more...