Customer Engagement

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

Challenge

The business and policy goals of new rates can only be achieved if there is a high rate of customer adoption. Customer engagement is the key. Traditionally, customers’ historical usage data was used. However, this data is not always accurate, and not enough to drive change.

Solution

BOS Cloud enables utilities to engage customers in dollars and cents- not in KW and KWH. This provides a more compelling message for the customer. By monitoring each customer’s energy consumption on a daily basis, BOS Cloud generates a suite of personalized rate and cost analyses. These can be used to proactively alert customers of cheaper rate options, and explain their energy costs under the new rates. Customers can also set spending thresholds and receive alerts when they reach those targets.

These high-value cost and rate analyses can be used to engage customers in real-time, across all communication channels including direct mail, Utility My Account websites, third party energy portals, IVR’s, or through Customer Service Representatives/Key Account Managers.  

Outcomes

  •  Increased Rate Adoption and Program Participation
  • Increased Customer Engagement
  • Increased Customer Satisfaction
  • Increased Customer Trust

Why GridX

Powered by Big Data Billing Analytics Technology, GridX’s industry-leading rate, cost and bill analyses have proven to be the most effective and compelling drivers in customer engagement.

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