Transcript Document

LEVERAGING TECHNOLOGY TO IMPROVE THE
CUSTOMER EXPERIENCE
Evan Goldman • Customer Experience Strategy Manager
Utility Payment Conference
Topics
1
2
3
Company
Overview
Key Drivers
Case Study:
Easy Enroll
4
Case Study:
My Account
Mobile
5
Case Study:
Web
Intelligent
Search
2
6
Moving
Forward
Company Overview
140
20.9
TOP
years
million users
in 2011
SoCalGas has
been delivering
natural gas to its
customers for
more than 140
years
Nation’s largest
natural gas
distribution utility:
Highest customer
satisfaction
ranking from a
major consumer
research company
Providing energy to
20.9 million
consumers through
5.8 million meters in
more than 500
communities
3
Key Drivers:
Customer Connectivity & Expectations
Our Customers:
Expect interactions
to be easy and
consistent across all
channels
Want to transact with
SCG via their
Smartphone, just as
they do for banking
and shopping
Use social media to
communicate. They
expect to receive
service via
Facebook and
Twitter
Have the highest
satisfaction levels
when transacting
online!
4
Service Delivery Channels Are Evolving
Customer
Stop/
Transfer
Service
Discover
Service
Touch Points
Sign up for
Service
Activate
Service
Use
Service
Resolve
Issues
Pay for
Service
Case Study - Easy Enroll
» Integrate enrollment in SoCalGas My Account
and paperless into the Start Service process
6
Case Study - Easy Enroll
7
Case Study - Easy Enroll
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Case Study – Mobile My Account
» Quickly and inexpensively provide the ability for
customers to view and pay their bill on their
mobile devices
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Case Study – Mobile My Account
Phase 1:
• Login page
• Account Summary page
• Pay Bill process
• View History page (Bills and Payments)
Phase 2:
• Forgot User ID & Password
• Manage Bank Info.
• Go Paperless
Phase 3:
• Registration (including paperless)
• Remember Me
• View Scheduled Payments
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Case Study – Mobile My Account
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Case Study – Mobile My Account
Future:
• Android App
• Help Center (search)
• Payment Arrangements
• Appliance Service
• Stop / Move Service
12
Case Study – Web Intelligent Search
• Enhance the ability to locate information they are seeking on the
web and increase retention in web channel (both socalgas.com
and My Account)
13
Case Study - Web Intelligent Search
14
Case Study - Web Intelligent Search
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Case Study - Web Intelligent Search
16
Case Study - Web Intelligent Search
17
Case Study - Web Intelligent Search
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Case Study - Web Intelligent Search
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Results to Date
Customers are receiving better service in the
channels they prefer:
» 2011 Top customer satisfaction score for a utility website payment channel
» Significant gains in:





My Account and socalgas.com visits
My Account enrollments
Paperless
Web payments
Reduced calls
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Moving Forward:
Your Customers Are Social…Are You?
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Thank You!
[email protected]
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