Siem leadconf sf_pm_31052013

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Information about Siem leadconf sf_pm_31052013
Business & Mgmt

Published on February 25, 2014

Author: piotrem

Source: slideshare.net

Description

Benefiting on giving greater control to the Customer
Self-service in Utility

Benefiting on giving greater control to the Customer Self-service in Utility Piotr MERKEL Proxy, Special Projects Siemens Smart Grid Software Leadership Conference 2013 San Francisco, June 05, 2013

What is SMART ??? The smartest animal is…. o Wolf o Pig o Owl o Rat o Dolphin o Chimpanzee o Killer Whale o Crow o ….. 2

Topics to be covered… Agenda  ENERGA Group  Direct Communication with Customer  Self-service Products  Numbers: Real Time Data  Cost reduction vs Customer satisfaction  Customer Engagement 3

ENERGA Group http://www.grupaenerga.pl 4

 Revenues (mio EUR) – ca 3 000 [2012]  EBIDTA (mio EUR) – ca 400 [2012]  Employment (40+ companies) – ca 12,000 [2012]  Generation - 3% (in renewables – 35%)  Distribution - 25%  Retail – 16% RETAIL DISTRIBUTION CUSTOMER SERVICES  contact channels (direct, phone, mail, e-mail, www, mobile)  sales (Residential & SOHO)  contract management (Residential& SOHO)  billing & invoicing (all segments)  payments & debt collection (Residential& SOHO)  complaints handling (Residential& SOHO) 2.6 mio Residentials 350,000 Businesses 5

RETAIL DISTRIBUTION CUSTOMER SERVICES  contact channels  sales  contract management  billing & invoicing  payments & debt collection  complaints handling 6

DIRECT communication

Traditional approach e-mail & www access Customer eServices 1.0  Available locally since 2008  Limited functionality  Static, one way communication  No interface with billing  Mailbox (quasi – automated) => processed on the standard basis  „Message clipboard” 8

Personal Account web/mobile application Customer eServices 2.0  Launched 2012  Improved GUI & Functions  2 way communication interface with billing  Fully automated: no human involvement required  Active content management  Notification set-up: Events & Channels  Operating on various platforms & systems 9

Personal Account: Features Available  Contract; User & Meter ID  Account Balance  Invoice preview / look-up  Monthly usage (graph)  Products  Notification Settings  Contact Info & Map 10

PRODUCTS

No Risk (pre-paid) Facts & Figures  Introduced as a „Product” in 2010  A different contract required  Installation fee (ca 100 EUR/ 48 install.)  Meter to be installed (replaced) • Client’s decision/ contract  No monthly bill / invoice • Meter installation  Payments available through phone / www/ POS network • Account activated  Avrg # trans. 100,000/month • Purchase / Amount • Usage • Info on Balance 12

Actual Reading (self service) Facts & Figures  Introduced 2012  No hardware replacement and/or adjustment required  Terms of Use to be confirmed & agreed (incl. Monthly clearance, No-debt, etc.) • Set-up the AR Option  Opt out • Input the Reading  Notifications set up – different options on events & channels (SMS, e-mail) • Invoice / Amount to pay  Pay-by-link (option) • Payment  150,000 active users • Transaction clearing • Usage graph 13

STATISTICS

Personal Account: Unique Users Total number of users reaches 10% of the portfolio 15

Personal Account: Mobile Mobile application is far less popular, still 5,000 users is a NUMBER 16

Personal Account: Visits Internet stands now for over 50% of total contacts served 17

Actual Reading: # of transactions 150K of active users 18

No Risk: # of transactions Ca 2 mio EUR per month 19

BENEFITS

The Real Challenge in Customer Service Customer Satisfaction Cost of Service How to Ballance Cost vs. QoS ? 21

 $ # F2Fs: 0.5 mio pa F2F @ 10.0 EUR Contact Contract Complaint P2P @ 2.0 EUR S-S @ 0.1 EUR # P2P: 1.5 mio pa # S-S: 3.0 mio pa # Complaints: 60,000 pa Inv @ 2.0 EUR/pa Corr @ 5.0 EUR Recov @ 1.0 EUR/pa Billing Invoicing Correction Transaction Recovery # Corr (meter) : 350,000 pa Really BIG numbers !      10% Customer Base => 250,000 Customers # Contacts handled pa: 0.5 mio F2F vs 1.5 mio P2P vs 3.0 mio S-S Total cost of Invoicing (print & mail) ca 5 mio EUR pa Total cost of Corrections ca 2 mio EUR pa Total cost of Recovery ca 2.5 mio EUR pa 22

ENGAGEMENT

A feedback loop to control human behaviour involves four distinct stages: 1. Evidence. A behaviour must be measured, captured, and data stored. 2. Relevance. The information must be relayed to the individual, not in the raw-data form in which it was captured but in a context that makes it emotionally resonant. 3. Consequence. The information must illuminate one or more paths ahead. 4. Action. There must be a clear moment when the individual can recalibrate a behavior, make a choice, and act. Then that action is measured, and the feedback loop can run once more, every action stimulating new behaviors that inch the individual closer to their goals. Action ! Data Context Choice Reaction  How much Control do They need ?  Shall we provide Data or Information ? 24

25

Be simple, please …

ONE MORE THING … $ Spent $ Earned SMART BALLANCE

1. Orangutan 2. Bottlenose Dolphin 3. Chimpanzee 4. Elephant 5. Crow 6. Grey African parrot 7. Pig 8. Rat 9. Squriell 10. Raccoon http://www.therichest.org/animals/the-top-10-smartest-animals-in-the-world/ 28

Well, one doesn’t need SMART Grid to offer SMART Products Piotr Merkel Proxy, Special Projects ENERGA Obsługa i Sprzedaż Sp. z o.o. ul. Grunwaldzka 472 80 -309 Gdańsk, Poland M +48 501 250 867 piotr.merkel@energa.pl www.energagroup.com

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