Published on February 25, 2014
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  EBIDTA (mio EUR) – ca 400  Employment (40+ companies) – ca 12,000  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
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
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
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
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
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
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 firstname.lastname@example.org www.energagroup.com
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