CenterPoint Energy s Customer Vision Platform

Transcription

1 CenterPoint Energy s Customer Vision Platform Nancy Fischer Director Customer Serice Performance Management and Strategy

2 Who is CenterPoint Energy? Summary Information Third largest combined electricity and natural gas deliery company in US 5 million plus customers 2.2 million electric customers 2.8 million gas customers Three Business Segments Electric Transmission & Distribution Natural Gas Distribution Competitie Natural Gas Sales & Serices 2 2

3 Knowing the Customer More knowledgeable about products, serices, costs, and price More say about technology and products/serices Less loyal to any gien entity due to commoditization More self-sufficient: demanding information to make smart decisions Eoling Customer Characteristics Wants a seamless experience: Synchronized and consistent serice regardless of channel Wants increased conenience: Ordering Returns Refunds Wants to be understood: Needs and preferences One-to-one marketing Wants improed serice and support: Call center Shopping Customer serice Expects multiple options to shop, purchase products and interact with the same leel of serice Proud of indiiduality, and expects personalization and high customer serice in eery interaction Drien by three chief currencies: time, alue, and information Source: IBM Institute for Business Value Retailing in a World of Extremes 3

4 Knowing the Industry 36.8% projected growth in worldwide energy demand by trillion global inestment in energy supply infrastructure expected between 2011 to 2035, $150 billion/year lost due to outages and interruptions in electric power (just in the U.S.) 1/4 proportion of worldwide CO 2 emissions created by power generation, the largest manmade source 15% reduction in peak loads when consumers were offered the opportunity to sae and aerage of 10% on their electric bills 1.3 billion people in the world hae no access to basic energy $70 billion in infrastructure spending could be saed oer the next 20 years through better management of existing assets (in the U.S. alone) 4

5 Customer Engagement by Business Line Utility industry is experiencing a renaissance as it relates to customer engagement CenterPoint Energy Customer Serice supports diersified Regulated and Unregulated lines of business As CenterPoint Energy s business operations strategies eole along with industry trends, Customer Serice s role in supporting that strategy must also eole Customer applications and capabilities must be aligned with operations, sales and marketing, as well as communication and brand strategies by each line of business objecties 5 5

6 Customer Vision Statement CenterPoint Energy will be recognized as a transformational industry leader that leerages technology to proide innoatie serices and solutions that are mutually beneficial to CenterPoint Energy and our stakeholders. These solutions will inspire confidence and peace of mind in our customers and key market stakeholders. 6

7 Maximizing our Effort to Proide An Effortless Customer Experience Focus on Satisfy the Customer and Keep them Safe JD Power Customer Satisfaction Mid West Business 1 st place 2012 CNP Mid West and South Ranked 4 th in oerall satisfaction 2012 American Customer Satisfaction Index Ranking 2 nd highest among oer 40 US inestor owned gas and electric utilities (3 rd consecutie year at #2 ranking) 2% internal CNP CSAT improement in 2012 s Bad Debt expense reduced by 34% in 2012 s. 2011

8 8 How do our customers iew CenterPoint Energy and their experiences with us? Customers are telling us and we are listening!

9 Customer Focus Group Findings Most Important Least Important Report a gas serice interruption Make a payment Obtain account balance information Reconnect serice Setup payment arrangements Start, stop, or transfer serice Update account information Request payment assistance Track your serice appointment Track the status of an order Receie tips on how to lower my energy costs Report a payment made at another location Locate the closest payment center Learn about account serices Request a duplicate bill *Conducted using T.U.R.F analysis (Total Unduplicated Reach and Frequency)*: the optimal configuration for maximizing mutually exclusie reach/coerage (the proportion of the sample that chooses one of these alues as the most important one) *One of these four is the single most important feature for 70% of customers Scores represent utility alues that hae been normalized from 0 to 100.

10 What are our customers telling us? Source: CNP Electric Outage Restoration surey, December 13, 2012 February 28,

11 What are our Gas customers telling us? We re doing well, but we still hae opportunities to improe: I scheduled to hae gas connected to my new house I was disappointed that the request that I had made was not carried through correctly In 2012 Customers were able to proide erbatim CSAT comments when rating CNP 1 or 2 Source: CNP Customer Interaction surey, January 1 December 31, 2013; n=66,621

12 What are our CEHE customers telling us? 70% of customers are satisfied with their outage restoration experience. Approximately 65% of customers classify outage restoration as a low-effort experience. CSR Interaction is our highest-rated question. Customer comments point to high satisfaction with work performed in the field. We re doing well, but we still hae opportunities to improe: Source: CNP Electric Outage Restoration surey, December 13, 2012 February 28,

13 13 Customer Vision Platform TTD Documents/Test and Deelopment/CVP Video/VIDEOS/Customer One Video.WMV

14 14 Images from the 1980s Work Computer Work Phone In the White House Entertainment System Cell Phone Gaming System CNP s Electric CIS

15 15 With CVP - CSRs will Perform Transactions Through One User Interface Single CRM consumer oeriew will reflect multiple relationships across business units CSRs will launch transaction workflows through one user interface CIS SMART CCS

16 The Future with CVP Current State Reactie communications Company drien Human interaction-based System information in a few channels (phone, web, IVR) Static Messaging Geographic call routing CSR authentication and erification One dimensional call routing and screen pop Limited channel communication on few outage scenarios Future State Proactie communication Customer drien Technical, automated capabilities-based Personalized information in multiple channels (text, , social media) Dynamic Messaging Call type call routing IVR authentication and erification Intelligent call routing and screen pop (next best action) Multi-channel communication on most outage scenarios 16

17 17 Benefits of CVP Modern platform will allow customers to interact with CenterPoint Energy through the channel (Web, Text, IVR, CSR) of their choice Customers will be able to sae multiple communication/interaction channel preferences ia the preference center Single iew of CenterPoint Energy customer customers can interact with us as CenterPoint Energy (not Gas, Electric and HSP as separate entities) Serice order history Strategic and targeted messaging more robust customer segmentation allows CNP to communicate the right message at the right time to the right segment/customer Planned and unplanned outage Residential s. commercial Operating efficiencies customer serice representaties (CSRs) will work in a more modern CIS front office system Higher self serice rates

18 Disconnect/Reconnect Power Personalized messages depending on customer s reconnection. Gas serice disconnected Turn back on by EOD - Oerdue fee Make Payment All set. Set up time with technician

19 Payment with Balance Personalized Daid. I e matched Name Greeting your phone number ANI match Proactie Had the caller Notification said yes at last question, the application would Use go your to Visa? NLU $85 due in 3 days. Pay now? How much would you like to pay? All set.