CUSTOMER ENGAGEMENT SUMMER RECAP

Transcription

1 CUSTOMER ENGAGEMENT SUMMER RECAP I N T R O D U C T I O N BY: Felecia Etheridge Chief Customer Engagement Officer December 17, 2018 I n f o r m a t i o n a l U p d a t e

2 AGENDA INTRODUCTION CUSTOMER SUCCESS COMMUNITY OUTREACH CORPORATE COMMUNICATIONS & MARKETING 2

3 SUMMER RECAP 2 Plants & Resources The Market Our People 3

4 Call Volume SUMMER RECAP 2 Summer (May through September) represents a time when CPS Energy systems are at full capacity and we have the majority of interactions with customers. 500, , , , , , , , ,000 50,000 0 Call Volumes & Customer Service Levels Apr-18, 93% Aug-18, 91% Oct-18, 92% Feb-18, 90% Jun-18, 90% Feb-18 Apr-18 Jun-18 Aug-18 Oct-18 96% 94% 92% 90% 88% 86% 84% 82% 80% Call Volumes Service Levels Summer is the time to demonstrate exceptional, consistent customer experiences and deliver value to the community. 4

5 SUMMER RECAP 2 Performance Desired Direction Previous YTD Thru 10/17 YTD Thru 10/18 Target Year Over Year Difference Quartile Residential Customer Satisfaction % CPS Energy Specific Service Levels 87% 91% 90% +5% 1st Managed Key Account Commercial & Industrial Customers % CPS Energy Specific Handle Time N/A 7:39 7:40 N/A +0% CPS Energy Specific Abandon Rate 1.4% 0.6% 1.40% -57% 1 st Average Speed of Answer N/A -50% CPS Energy Specific Recordable Incident Rate % 1st 5

6 CUSTOMER SUCCESS P R E S E N T E D B Y : Martha Mitchell Vice President, Customer Success

7 Call Volume and Retail Load CUSTOMER SERVICE SUMMER RECAP Call Volumes and Customer Service Levels 3,000,000 2,500,000 2,000,000 1,500,000 1,000, ,000 0 Oct-18, 92% Aug-17, 84% Aug-18, 91% Jun-18, 90% Dec-17, 89% Jun-17, 92% Feb-17 Apr-17 Jun-17 Aug-17 Oct-17 Dec-17 Feb-18 Apr-18 Jun-18 Aug-18 Oct-18 Electric (MWh) - retail Call Volumes Service Levels 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Overall, Strong Customer Service Level, but we challenged ourselves for

8 Staffing Plan Interval Planning Weather Planning Employee Engagement CUSTOMER SERVICE PLANNING TO BE THERE FOR THE CUSTOMER A staffing model was utilized with previous years trends New hire classes were scheduled to allow peak staffing by June The model along with planning has helped the Call Center achieve a record 91% Service Level Optimum staffing during peak has helped manage attrition Interval Adjustments are based on internal models and the Work Force Tool Adjustments include: Overtime Shift Adjustments Call Duty A renewed focus on communicating the adjustment and the need has improved the Service Level Models are based on previous weather event outages and customer behavior Weather planning will occur weekly or as needed based on forecasted events FY 19 Outage Service Level is 87% a 7% improvement over FY 18 despite a 38% increase in volume Average Speed to Answer for an Outage call is 18 seconds Progressions Cross training Empathy training Huddle Boards Quality redesign Attrition YTD for the Call Center in FY 19 is 21% including trainees a 36% improvement YoY Hold time has been reduced 16% due to Huddle Boards 8

9 CUSTOMER SERVICE CALL VOLUME AND SERVICE METRICS The service level for FY 19 is a record 91% vs. 88% in FY 18, 80% in FY 17, and 63% in FY 16 Abandoned calls have also been decreasing each year despite call volume remaining consistent Improvements have been driven by enhanced planning and employee focused initiatives 9

10 COMMUNITY OUTREACH P R E S E N T E D B Y : Maria Garcia Vice President, Community and Key Account Engagement

11 COMMUNITY OUTREACH 36 Customer Care Fair events completed* Over 3,400 residents engaged At least 2 Care Fairs held per Council District since March Included 8 suburban cities Helotes, Schertz, Somerset, Elmendorf, Alamo Heights, Windcrest, Universal City and Live Oak 39 Customer Care Fairs will have been completed by mid-nov Each City Council District visited 3x, and 11 Suburban cities engaged. *Through 10/31/

12 NOTABLE EVENTS Community Programs Director Jesse Hernandez accepts the award from Rod Litke (CEO of CS Week) CPS Energy s Mobile Support Center (MSC) was awarded the Expanding Excellence Award for Innovation in People & Process during Customer Service Week on May 3, 2018, in Tampa, Fl. Our Mobile Support Center (MSC) was staged throughout our service territory to support more of our customers. Mobile Support Center 12

13 MANAGED ACCOUNTS SUMMER OUTREACH Energy Efficiency Workshops 11 events Demand response programs Rebate information Energy conservation & efficiency tips Construction processes Community Presentations 35 events San Antonio Manufacturing Association (SAMA) Account Management Forum Flexible Path over 600 customers Earth Day Rebate Check Presentations - $5M Enhanced Customer Portal demonstrations Proactive school district gas testing & certification Executive Account Manager Shawn Cobb presenting to Commercial Developers 13

14 CORPORATE COMMUNICATIONS AND MARKETING P R E S E N T E D B Y : Jonathan Tijerina Senior Director, Corporate Communications, Marketing and Smart City Outreach

15 CUSTOMER OUTREACH CAMPAIGN OBJECTIVES Help customers understand how to SAVE ENERGY & SAVE MONEY Create awareness for energy efficiency PRODUCTS & SERVICES Help the community understand the importance of conservation to ENSURE GRID RELIABILITY IN TIMES OF PEAK DEMAND SIMPLE SUMMER SAVINGS 15

16 DIGITAL BILLBOARDS 13 Billion Impressions 22 DAYS SUPPORTING DEMAND RESPONSE 16

17 NEWS MEDIA & BLOG POSTS The campaign garnered 45 total mentions in the media Simple Summer Savings blog posts received nearly 2,300 readers 17

18 SOCIAL MEDIA The campaign garnered 1,371 shares across CPS Energy s Facebook and Twitter platforms. 18

19 Thank You