Gail Fielder DTE Energy. Self Service Payment Kiosk

Transcription

1 Gail Fielder DTE Energy Self Service Payment Kiosk

2 Who is DTE Energy? DTE Gas DTE Electric Headquarters Our Businesses DTE Energy is a Fortune 300 company DTE Electric (founded 1886) DTE Gas (founded 1849) Non-utility businesses with operations in 24 states 260 onsite Customer Reps (CRs) Currently 70% outsourced Our Michigan Presence 2.1 million electric customers in Michigan 1.2 million gas customers in Michigan More than 9,500 employees DTE is one of the top contributors to Michigan s economy 2

3 DTE Energy s Aspirations and System of Corporate Priorities 3

4 Customer Satisfaction a key DTE Energy priority JD Power Residential Customer Satisfaction Ranking Midwest Large Electric Utilities 2017 Goal DTE Energy 2014 DTE Energy 2013 Midwest Gas Utilities 2017 Goal DTE Energy 2013 DTE Energy 2014 DTE Energy 2006 DTE Energy

5 DTE s Customer Strategy must Adapt The Multi- Channel Experience Customer expectations are shifting toward self service through multiple channels Transformational change is required to improve customer satisfaction and reduce operating expense In order to deliver an exquisite customer experience across all channels, DTE must refine transaction processes and build robust channels 5

6 Transformational change is required to improve satisfaction and reduce operating expense Cross Industry customer service leader Fewer channels with exquisite and consistent experiences Integrated multi-channel infrastructure that leverages social media Customized to customer segments Drive Multi-Channel Experience & Reduce Cost DTE Handled (Call Center, Office, Direct Mail, Chat, ) 40% 37% 30% 25% 20% 10% Digital Experience (Mobile, Web, App, IVR, Kiosk, Social Media, Auto Pay) 60% 63% 70% 75% 80% 90% True North 6

7 To support call deflection, our digital strategy needs to focus on the payment and bill inquiry transactions 25 # of Monthly Transactions (Millions) An estimated 72 million consumers pay bills in person every year Over 3 billion bills are paid in person annually One-third of U.S. households say they have required an expedited bill payment in the past year 43% of consumers who are un-, or under-banked Payments Bill Inquiry Start/Stop Outages Collections Served Self Serve 7

8 Served channels are the most costly and handle numerous interactions. Digital channels represent cost reductions. Number of Contacts (M) Annual Contacts Avg Cost per Contact $30 $25 $20 $15 $10 $5 $0 Avg Cost per Contact Web/ Mobile Web IVR Contact Center Kiosk Mobile App Local Office Mail CSAT 83% 90% 81% 95% 91% 82% 8

9 Move Tech No Customers to Kiosk and E bill Our Tech No customers are not comfortable with technology. Our opportunity to move to self service channels is limited. Tech No 9 % Served Action: Nudge to Kiosk and IVR Self-serve Tech - No Payments Bill Inquiry Start/ Stop Outage Collections 9

10 Kiosk Deployment Strategy Phased approach by first conducting a pilot program to test customer acceptance of making account payments using a selfservice kiosk Goals: Enhance customer experience by providing greater convenience, flexibility and opportunity to avoid late fees and missed payments with an alternative self-service payment channel Providing an additional payment method for our non-banking customers free of charge 10

11 Kiosk Pilot (May June 2013) Installed five (5) strategically located kiosks in controlled environments. This will facilitate hands-on testing and training efforts for the pilot, and key stakeholders Locations are: DTE Headquarters: May 24 Grand Rapids Customer Office: June 15 Mexican Town Customer Office: June 28 Seven Mile Customer Office: November 19 Eight Mile Customer Office: June 2013 Duration of pilot concludes after 12 months in production Winner of the DTE Sarah Sheridan Award for providing superior customer service 11

12 Kiosk Features Payments are acknowledged same day Accepts cash, checks, credit and debit cards Bilingual - English & Spanish Account look up by bill statement, account number, last name and address Receipt will reflect the reduced balance and display DTE logo Customer survey for feedback Touch screen 15 Security camera Cash is not dispensed Optional receipt 12

13 Kiosk Receipts 2012 and 2013 $8 Yearly Growth of Kiosk Dollars Millions $6 $4 $2 $ $1,055, $7,296,

14 DTE Launches First Off-Site Kiosk Beginning, February 19, 2014, DTE launch the first off site kiosk at a Rite Aid store Same kiosk benefits (No fees, same day payment acknowledgement, easy account look up, multiple payment methods, bilingual 19 additional kiosks to be installed for

15 Voice of the Customer Our customers told us they would like more options to pay their bills, said David Johnson, Vice President, Customer Service. We listened. Many of our customers shop Rite Aid. Now they can walk through one door and check two items off their to do list. We re happy to partner with Rite Aid to improve our customers experiences with DTE. Source: DTE Press Release February 18,

16 Rite Aid Kiosk Transactions March 2014 Cash check MasterCard Visa Total Rite Aid #501 Total Number of Transactions Cash check MasterCard Visa Total Rite Aid #501 Total Dollar Amount $19, $2, $1, $1, $24, $25, $20, $15, $10, $5, Total Dollar Amount, $ Total Dollar Amount, $ Total Dollar Amount, $1, Total Dollar Amount, $1, $0.00 Cash echeck MasterCard Visa Cash echeck MasterCard Visa Total Kiosk dollar amount by payment type. Total Kiosk payment by Medium used 16 16

17 Total DTE Kiosk and Rite Aid Dollar Amount Collected Quarterly for March 2013 and 2014 $900, $800, $700, $600, $500, $400, $300, % 30% 2014 Rite Aid 35% $200, % $100, $0.00 January Februay March 9% Summary: Payment Total 2013 $712, $796, Rite Aid $24, % 19% 17% 17 17

18 Next Steps Evaluate effectiveness of Rite Aid locations Execute roll out schedule for 2 kiosk installations per month. Beginning April 2014 Expand installations to other retailers (grocery stores, shopping malls, etc.) Provide enhancements that would allow customers to perform additional transactions (program enrollment, outage, turn-on/disconnect) Obtain multiple billers for each kiosk (additional utilities, cable & satellite provides, municipals, etc.) 18

19 Any Questions? Contact Information: Gail Fielder