ATLANTA--(BUSINESS WIRE)--Dwight Scruggs, senior vice president of client services and business development for Allconnect, a leader in sales and marketing solutions for energy companies, recently served on the panel How Utilities Can Drive More Value for Their Customers at the Energy Thought Summit (ETS) in Austin, TX. “Timely education is key,” said Scruggs, who shared best practices from Allconnect’s work helping utilities nationwide leverage data to enroll customers.
“Enhancing the customer experience means educating the customer using their language, not ‘energy speak,’” he said. “And it’s just as important to use analytics to ensure the right people are targeted. It’s hard to motivate someone to act on a program that isn’t right for them.”
Patty Durand, president & CEO of SGCC, moderated the panel, which explored utilities’ efforts to enroll customers in a variety of programs such as demand response, low-income and energy efficiency. Panelists agreed that creating awareness and driving enrollment in these programs is different than selling electricity, and they need to meet the customer on their terms.
When it comes to energy programs, analytics are the key to a successful, personalized customer experience. Allconnect uses behavior analytics, combined with an interactive training platform for agents, to drive utility product conversion.
“Utilities can create a long-standing relationship with their customers and drive enrollments,” said Scruggs. “For example, when customers move, take the time to simply educate them about relevant solutions and create good will. A year later, reach out again and thank them for being a customer. Let them know what products other people who have been in their home for a year are interested in, and ask them if they would like to learn more. People will appreciate it if you keep them aware of their options.”
“My conversation with Dwight still resonates,” said H.G. Chissell, founder and CEO of Advanced Energy Group LLC. “In our energy future, a utility can’t simply remain on the other side of a meter that functions as a ‘toll booth;’ that meter needs to become a mutually beneficial handshake between the utility and the customer instead. And that requires trust, respect and understanding.”
In addition to Scruggs and Durand, the panel included Felecia Etheridge, chief customer engagement officer at CPS Energy; Debbie Kimberly, vice president of customer energy solutions at Austin Energy; and Terry Sobolewski, chief customer officer at National Grid.
Allconnect offers customers a convenient single source to compare and connect integrated media, broadband, home protection, energy and green products. Allconnect’s services are available at allconnect.com, through utility and energy companies representing over 50 million households, and via affiliates. Through more than 20 million annual consumer touch points, the company acquires customers, increases revenue and generates higher customer satisfaction for its partners. Allconnect’s 2016 customer satisfaction score of 86, as measured by the American Customer Satisfaction Index (ACSI), is the second-highest score of the publicly measured companies in 2016. Founded in 1998, Allconnect is headquartered in Atlanta, Georgia, with additional offices in Lexington, Kentucky and St. George, Utah. For more information, visit allconnect.com or follow the company on Twitter and Facebook.