Customer Engagement Web Services

GridX Customer Engagement Web Services enable our clients to engage customers across all communication channels with a consistent set of compelling & personalized usage, cost and rate analyses.

Key Features

  • Personalized Energy Cost Analyses compelling enough to invoke real customer responses
  • High Quality Analyses and Recommendations that utilities can stand behind and customers can trust
  • Timely and Up-to-Date Analyses and Alerts that engage customers at the right moment  
  • Multi-Channel Customer Engagement to maximize overall impact  
  • Consistency Across Engagement Channels with the same set of data and analyses to avoid confusion 
  • Coordination Across Engagement Channels to deliver analyses that invoke maximum response 
  • Seamless Integration with Utility Websites to create the best customer experience across all customer-facing applications

A Single Set of Web Services

GridX Customer Engagement Web Services can be embedded in channels such as direct mails, bill inserts, utilities’ own My Account websites, third party energy portals integrated with the utilities’ websites, third party websites, interactive voice response (IVRs), as well as high touch customer services such as call center CSRs and key account executives. A single set of web services ensures a consistent customer experience and coordinated messaging across all touch points. 

GridX Customer Engagement API’s

  • Interval Cost (iCost) – Provides customers with energy costs and pricing signals for every interval so that they are aware of time-variant rate structures.
  • Rate Comparison – Evaluates the customer’s consumption under multiple eligible rates and provides a personalized cost comparison under these rate options. 
  • Best Rate – Identifies the customers’ least costly rates, among all the eligible, and proactively alerts customers of the cost-savings opportunities.
  • Bill Comparison – Compares a customer’s current bill with the last (or any historical) month’s bill and identifies the factors contributing to the bill changes.
  • Cost-Savings Analysis – Compares a customer’s current bills under a new rate and hypothetical bills (the customer would have paid) under the previous rate. This helps customers identify their realized cost savings after a rate switch.
  • Bill-to-Date – Monitors a customers energy consumption and evaluates the bill amount, on a daily basis, throughout the billing cycle.
  • Bill Forecast – Provides the most up-to-date forecast of the bill amounts at the end of the billing cycle.

Related Content

SCE Case Study

Engaging Consumers in Time-of-Use Rates. Learn how GridX supported SCE’s Time-of-Use transition.

The Next Big Thing in Customer Engagement

Improving customer engagement has dual benefits for utilities: increased rate of return through rate cases and reduced operational cost by reducing customer support costs.

Customer Engagement Use Case

Utilities need the ability to provide proactive, personalized rate and program recommendations for their customers.