Customer Innovations helped this multi-operating company regulated utility, structure and launch an enterprise-wide customer experience program.
We conducted in-depth customer research focused on how individuals engage with using and paying for electricity, as well as their experience with a regulated electric utility. This research informed the design an innovative portfolio of experience delivery interventions focused on REDUCING regulatory complaints and INCREASING satisfaction results.
We designed several influential interventions centered around two differentiated design themes: Save Me Money and Keep Me Informed. The Save Me Money design proactively addressed customers’ “high bill reactions” that accounts for 50% of customer contacts. This included: a simplified and interactive energy statement, a game-like “Save Me Money” virtual advisor, innovative pay plan options, and integrated credit counseling services.