Utilities are going through a radical business transformation that is only expected to accelerate in the coming years. Power generation is moving from a hub and spoke model to a distributed model (DER), which entirely changes the relationship and dynamics between utilities and their customers. In addition, the accelerating pace of deployment of smart meters, sensors and other connected devices is creating a tsunami of data that brings with it new opportunities and challenges.

Other industries have already undergone similar changes, while utilities have relied on the 1-bill per month engagement model for a long time, with limited attention being put into customer engagement in a digital world. It should be no surprise then that utilities are amongst the lowest-performing industries in digital, according to a recent JD Power survey, scoring 571 out of a possible score of 1,000. The good news is that utilities can look to lessons learned in other industries in order to accelerate their digital transformation.

According to JD Power, The ability to clearly and easily view usage information is the top driver of a positive website/app experience, associated with a 43-point improvement in overall customer satisfaction when delivered. Idommo’s Personalized Video as a Service platform (PVaaS™) does just that, and so much more. There is no better way to explain consumption & engage customers than Idomoo Personalized Video.

KEYMOMENTSIN UTILITYPersonalized Video is a great way to welcome new customers or to onboard existing ones onto new services. Introduce and explain the contracted services, avoid confusion and set expectations for your customers.ONBOARDINGExplain your customers bill in a clear and easy to understand way, improving transparency and reducing call volumes to your call center. Help your customers understand their bill through visualized benchmarking to their peers.BILLINGEnsure your customers get the most of their smart meters by using Personalized Video as the last mile in your customer communications. Engage your customers like never before and get them involved in managing their energy consumption.SMART METERSTouch base with your customers, help them understand their annual consumption patterns and help them set the right course for the coming year. Or simply wish your customers a happy birthday or client anniversary, and put a smile on their face!YEAR IN REVIEW& SPECIAL OCCASIONSUse your knowledge of your customers to promote attractive, customized offerings in a fun and engaging way. Drive revenues and other initiatives while keeping our customers engaged and entertained.CROSS-SELL AND UPSELLIntegrate Personalized Video to improve your self-care toolset or enhance your customer support activities. Include a Personalized Video channel or an AI-driven smart assistant with Personalized Video to take your customer care activities to the next level. Personalized Video is also a great way to coordinate in-home technician visits or manage a change of address.CUSTOMER CARE

ONBOARDING

Personalized Video is a great way to welcome new customers or to onboard existing ones onto new services. Introduce and explain the contracted services, avoid confusion and set expectations for your customers.

 

BILLING

Explain your customers bill in a clear and easy to understand way, improving transparency and reducing call volumes to your call center. Help your customers understand their bill through visualized benchmarking to their peers.

 

SMART METERING

Ensure your customers get the most of their smart meters by using Personalized Video as the last mile in your customer communications. Engage your customers like never before and get them involved in managing their energy consumption.

 

YEAR IN REVIEW & SPECIAL OCCASIONS

Touch base with your customers, help them understand their annual consumption patterns and help them set the right course for the coming year. Or simply wish your customers a happy birthday or client anniversary, and put a smile on their face!

 

CROSS-SELL & UPSELL

Use your knowledge of your customers to promote attractive, customized offerings in a fun and engaging way. Drive revenues and other initiatives while keeping our customers engaged and entertained.

 

CUSTOMER CARE

Integrate Personalized Video to improve your self-care toolset or enhance your customer support activities. Include a Personalized Video channel or an AI-driven smart assistant with Personalized Video to take your customer care activities to the next level. Personalized Video is also a great way to coordinate in-home technician visits or manage a change of address.