Volume and variety are the most common challenges for utility customer service teams. Staying current with the latest technology, living up to customer expectations of personalized communications, and the issue of energy transition and sustainability are other concerns utilities are facing.Â
Many utilities are making strides, using automation, digitalization, and personalization. Eaton, an intelligent power management company, announced significant investments to expand manufacturing and increase supply for customers. “We’re making steady investments for our customers, distributors and employees to meet growing demand in the Americas, and there will be more to come,” said Mike Yelton, president, Americas Region, Electrical Sector at Eaton. The company will invest $500 million to support electrification and digitization across industries. In Brazil, two major utilities agree that it's time to offer more digital services to customers. Cristiano Barbieri, Comgás head of technology and innovation said, “Measuring data at all times is core to our business model, to understand who the customer is, where they consume and how they can be more efficient.”Â
Providing good service, delivering electricity without interruption, generally results in satisfied customers. Digitalization, automation and personalized recommendations are great, but the blue-grass approach can have a big impact as well. Pennsylvania Power & Light (PPL Electric) excelled by enhancing their customer service representative training. CSRs are taking self-paced training courses and watching microlearning videos. “This allows us to train CRSs in these new capabilities with less time away from the phones. Our representatives see what the customer sees when signed into their own profile,” explains Patti Scaramuzzo, director of training, content, and integration. The utility believes in homegrown talent and provides training to bridge any gaps in skill sets.
Improving the customer’s experience starts with the customer service department.  What kind of impression are CSRs making with your customers? Â