AGA/EEI Conference. ComEd Customer Experience - Building Lasting Relationships. April 7 th 9 th, 2015

Transcription

1 AGA/EEI Conference ComEd Customer Experience - Building Lasting Relationships April 7 th 9 th, 2015

2 Table of Contents 1 1. Exelon/ComEd 2. AMI Project Background 3. Customer Outreach Approach 4. Customer Experience Organization Statistics 6. Refusal Statistics 7. Customer Stories

3 Exelon & ComEd 2 ComEd is Part of the Exelon Family of Companies Service Territory 11,000 square miles in northern Illinois More than 400 municipalities 25 counties 70% of Illinois population 6,000 employees 3.8 Million Customers 3.8 Million Customers

4 AMI Project Background 3 AMI (Advanced Metering Infrastructure) Electric infrastructure modernization legislation 4,000,000+ smart meters installations from Leverage extensive pilot learnings from Operational Business Case $ 1B NPV Meter Reading Truck rolls Consumption on inactive meters Unaccounted for energy Bad debt Customer Benefits Web presentment of hourly usage High usage alerts Peak time savings

5 Customer Experience Organization 4 Why a dedicated Customer Experience Team? Pilot and industry learnings Employees make a difference in customer s experience Bad event can quickly get out of control Customer issues can get emotional and confrontational if not handled correctly Skillsets Training Reputation Team Structure Customer relations and call center teams Call Center 1 st point of contact Handle inquiries, concerns, appointments, refusals, mailings Customer Relations Handle escalated customer issues Outreach and education events

6 Customer Outreach Approach 5 Timing Channel Message Awareness days prior to smart meter installation Bill Insert Direct Mail Advertising Community Events Street Teams Social Media/Website Awareness about smart meters and benefits Awareness that meters will soon be installed in area EE and CARE programs also available Inform 7-30 days prior to smart meter installation Pre-deployment letter Robo-call Community Events Street Teams Social Media/Website Letter informs customer that a smart meter will be installed in the next days Automated call reminds customer of meter installation in one week EE and CARE programs are available Educate Day of installation Engage days + after installation Door knock at customer premise Installation door hanger Missed You door hanger Social Media/Website 30 day Post Mailer Peak Tim Savings Direct Mail Community Workshops Social Media/website Inform customer of meter installation Inform that meter has been installed or sorry we missed you and need to reschedule Educate about benefits and energy-management programs (E.I. My Energy Tools) Educate customers about tools and programs they can sign up now that customers have a smart meter

7 Customer Satisfaction 6 Customer surveys on notification/installation process Customers are very satisfied with: The installation process: 91%+ Door knock: 92% - 98% Conversation with the technician: 89% - 96% Satisfaction with Smart Meter Installation Process Total Satisfied (6 10) 92% 92% 94% 87% Extremely Satisfied (10): Phase 4 Jun/Jul/Aug 14= 60% Phase 3 March/Apr/May 14 = 72% Neutral (5) Dissatisfied (0 4) 4% 5% 4% 5% 3% 2% 2% 2% Phase 4 Jun/Jul/Aug '14 n=600 (D) Phase 3 March/Apr/May 14 n=601 (C) Baseline Jan 14 n=300 (B) Baseline Jan 14 = 70% Pilot Dec 09 = 70% Don t Know/Refused 1% 1% 0% 6% Pilot Dec 09 n=369 (A)

8 Project Statistics 7 Metric 2014 Year to Date* Project to Date Meters Installed 540, , ,879 Appointments Scheduled 31,177 8,534 41,487 Inbound Calls 38,185 11,009 46,699 Outbound Calls 9, ,691 Gross Refusals 1, Gross Refusal Rate 0.20% 0.16% 0.21% Net Refusals Net Refusal Rate 0.17% 0.07% 0.14% Conversion Rate 32% 57% 34% Letter Campaign Conversions *YTD results through February 2015

9 Refusal Statistics Gross vs. Net Refusals Cost Health Multiple No Reason Other Overheating Privacy Security Total Conversion % by Refusal Reason 117 Refusal Types Refusal Reason Cost Health Multiple No Reason Other Overheating Privacy Security Total Gross Net Conversion % 53% 24% 31% 43% 41% 30% 36% 43% 34% Gross Refusals by Source Refusal Customer Reason Care Center echannels AMI Call Field Executive Center Deployment Other External Customer Affairs Relations Marketing Letter Communications Total Cost Health Multiple No Reason Other Overheating Privacy Security Total Gross Net

10 Customer Stories 9 Post Install Refusal Truck Roll Fee Red Rule/Blue Rule Refusal Conversion Hub Meter Research Project Customer Advocate West-Win Homeowners Association Newsletter Technical Review Refusal Conversion X10 Interference Product Research and Supporting Studies UTC Obstruction Gas Meter Regulator Coordinate with NICOR Rapid Response The Greens of Glendale Heights Condo Association