Winning Customer s Hearts and Minds with Mobile. Nayan Parikh Chris Werely April 2016

Transcription

1 Winning Customer s Hearts and Minds with Mobile Nayan Parikh Chris Werely April 2016

2 Presenters Nayan Parikh and Chris Werely Manager, Systems and Change Implementation, PSEG Long Island Regional Director, Usablenet

3 PSEG Long Island Company Overview January 1 st Year Contract with LIPA 1.1 M Electric Customers Serving: Nassau County Suffolk County Rockaways Queens 3

4 PSEG Long Island Transition Target Base JD Power- Res JD Power- Bus

5 What will you gain from this presentation? We ll share how Mobile is a key component of PSEG Long Island s ambitious story of improving customer satisfaction PSEG-Long Island evolved toward a technology driven business with a balance of customer feedback, research, and technology UX adds value in driving self-service adoption on mobile 5

6 Mobile in the World of Utility 6

7 Mobile Trends PSEG Long Island s Perspective The strategic question for 2015: Can we leap frog technology and keep Seibel / My Account portal in place as is while putting our resources (money & time) into creating a best in class mobile application or site? 7

8 Utility Customers Want More Options on Mobile Top 3 reasons consumers interact with their utility provider on mobile: (Accenture) Convenience 70% Ability to pay at any time 55% Desire to save time 49% 41% of consumers find utilities digital experiences more difficult than with brands in other industries. 8

9 PSEG Long Island Customer Feedback and Expectations Even after calling PSEG, I am unable to logon to the website. 9

10 PSEG Long Island Customer Feedback and Expectations I can t use the Apple Mac Computer to pay 10

11 PSEG Long Island Customer Feedback and Expectations I need to be able to use my ipad for Bill paying 11

12 Effective Mobile Strategies Can Boost Engagement Accenture, % of utility executives believe customer behavior is having the strongest impact on transformation in the sector. PwC 12

13 Mobile Trends Outside Industry Inspiration Progressive Insurance Report a claim, and take and add your own photos to it Allstate Provides emergency roadside service, shows the status of arrival and gives driver information 13

14 How PSEG Long Island Planned to Win Customer Trust 14

15 PSEG Long Island Mobile Strategy Objectives It is essential that utilities develop a strategy for servicing and communicating with customers where they want, when they want, and how they want. Source: J.D. Power Customer Impact Report: Mobile Customer Interaction

16 PSEG Long Island Mobile Strategy Evolution Mobile strategy has been evolving over time Storm Center Redesign Contact Us Enhancements 2014 MyAccount rebranding Credit Card Processing - link to Western Union 2015 Mobile Web - enhancement of mobile features, functions & usability My Alerts - add bill ready, payment reminder, payment posted and balanced billing change 2016 MyAccount Responsive Design - standardize look and feel across all platforms Pay By Text - allow pay by text registration 16

17 PSEG Long Island Mobile Strategy Plan Phase 1 Mobile Web enhancements offer customers the ability to complete self-service functions anytime and anywhere from their smart phones view and pay bills report an outage enter a meter reading close, transfer or start new service manage account settings Phase 2 focused on MyAlert feature enhancements to augment the existing Outage alerts with Billing and Payment alerts for Bill Ready - Receive a notification when a bill is ready Payment Reminder - Receive a notification 5 days before a bill is due if a payment has not yet been received Payment Posted - Receive a notification when a payment has been posted Balanced Billing Change - Receive a notification when balanced billing changes 17

18 The Challenges No pressure, no diamonds. Thomas Carlyle 18

19 Challenges Faced During Implementation From this to this. 19

20 Mobile Solution 20

21 UX Features to Drive a Better Customer Experience Homepage My Account Storm Center 21

22 Mobile Solution Announcements 22

23 Project Implementation Launch and Marketing 23

24 The Results Did it work? Total Page Views are Up 57% 24

25 The Results Did it work? Satisfaction up 8% for Commercial Customer Service Online Satisfaction up 17% for Residential! 25

26 What s Ahead for Utilities on Mobile? Next Gen Customer Experiences Mobile Specific Functionality Combination of Partner Services and Data IoT 26

27 What s Ahead in Mobile for PSEG Long Island Mobile Websites Responsive Design One of the advantages to responsive design is a single website can handle multiple screen sizes 27

28 Conclusion Thank you! 28

29 Nayan Parikh, PSEG Long Island Chris Werely, Usablenet 29