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INSIGHT FOR TOMORROW’S UTILITY
Teleconference: 844.621.3956Session number: 289 116 347
Please enter your attendee ID when you call in to the teleconference. You can access your attendee ID by clicking on the menu item “Audio”
and the option “Join Audio Conference.”
Industry Innovation WebinarImproving the Digital Customer Experience
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INSIGHT FOR TOMORROW’S UTILITY
ModeratorScott JohnsonVice PresidentChartwell, Inc.
Improving the Digital Customer Experience
Industry Innovation Webinar
HostBelinda RobertsSenior Conference Producer
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INSIGHT FOR TOMORROW’S UTILITY
SpeakerMatt SwainManaging DirectorBroadridge
Improving the Digital Customer Experience
Industry Innovation Webinar
SpeakerNoah SolomonSenior Research AnalystChartwell
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 3
Improving the Digital Customer Experience December 6, 2018
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 4
The percentage of customers on paper has dropped since 2017
76% 72%
Customers enrolled in paper billing
Percentage of customers enrolled in paper and paperless billing
2017 2018
Source: 2017 Chartwell Billing Survey, n=55 and 2018 Chartwell Billing Survey, n=50
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 5
$0.60
$0.15
Paper bill eBill
2016
$0.45
Per 50,000 customers a year:
$270,000
$0.73
$0.13
Paper bill eBill
2018
$0.60
Per 50,000 customers a year:
$360,000
The savings from moving a customer to eBill continue to increase
Source: 2018 Chartwell Billing Survey, n=50
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 6
Customers enrolled and interested in eBill – How are they different?
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 7
eBill is the utility offering with the most awareness among consumers
9%
31%
39%
50%
52%
59%
62%
None of these are offered
Mobile app
Online outage map
Website to start/stop/transfer service
Website to report outage
Digital/electronic payment options
Digital version of bill online
Awareness of different power company offerings
Source: 2018 Chartwell Residential Consumer Survey, n=1,517
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 8
A large majority of customers are at least ok with eBill autoenrollment
Source: 2017 Chartwell Residential Consumer Survey, n=1,522 and 2018 Chartwell Residential Consumer Survey, n=1,517
74% 77%
Agree or Neutral
44% 49%
2017 2018
Autoenrollment in eBill is ok
Agree
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 9
The majority of customers want a copy of their bill emailed to them
Source: 2018 Chartwell Residential Consumer Survey, n=1,517
59% of consumers agree their power company should send them an
eBill
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 10
So why don’t more customers use eBill?
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 11
3%
5%
6%
9%
10%
11%
46%
47%
I don’t know how to sign up, or it is too difficult to sign up.
I ignore most messages from my power company.
I don’t trust my power company to keep my data private and secure.
The service isn’t valuable to me.
I’m not aware that my power company offers this.
Another reason not listed here.
I prefer a physical copy for my record keeping.
My paper copy is my reminder to pay my bill.
Reasons to not use eBill
Customers who do not use eBill cite wanting paper copies for reminders and record-keeping
Source: 2018 Chartwell Residential Consumer Survey, n=1,517
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 12
Older customers most prefer a paper bill for record keeping
42% 41%35%
48%50% 52%60%
49%
I prefer a physical copy for my record keeping My paper copy is my reminder to pay my bill
Reasons consumers are not enrolled in eBill
18-34 35-49 50-64 65+
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Improving the Digital Customer Experience
December 6, 2018
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14© 2018 |
Hi, I’m Matt!
• Managing Director & Practice Lead for Broadridge Communications Consulting
• Focused on benchmarking, communications strategy engagements, optimizing print, increasing digital adoption, and omni-channel communications execution
• More than a decade of experience as an analyst in the Customer Communications Market
• Formerly Group Director of Business Development & Customer Communications advisory services at KeypointIntelligence – InfoTrends
Podcast Series
Social
in/swainfotrends/
@swainfotrends
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15© 2018 |
Broadridge [NYSE:BR] at a Glance
Broadridge, a global fintech leader with over $14 billion in market capitalization, provides communications, technology, data and analytics.
We help drive business transformation for our clients with solutions for enriching client engagement, navigating risk, optimizing efficiency and generating revenue growth.
billion revenue in FY17
$4+billion customer communications processed annually
5+patents to-date
40+billion invested over last decade
$1+households in North Americareceiving content from Broadridge
80%
.
Broadridge Customer Communications North America’s premier customer communications technology platform.
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The Print-to-Digital Journey
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17© 2018 |
Last Decade of USPS Mail Volumes
0
10
20
30
40
50
60
70
80
90
100
2008 2009 2010 2011 2012 2013 2014 2015 2016 2017
First-Class Mail Marketing Mail
A Decade of Facts and Figures, U.S. Postal Service website, Sept 2018
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18© 2018 |
Utility Bills in Print Abound—As Do Their Designs!
Competiscan, July-September 2018
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19© 2018 |
Consumers Seeking Clarity and Relevance in Print
0% 5% 10% 15% 20% 25% 30% 35% 40%
Use color to emphasize important information
Improve accessibility
Make it easier to manage personal data and privacy
Combine multiple communications into one mailing
Personalize the content for me
Make them relevant to me
Make them easier to understand
Base: 2,000 Consumers in the US and Canada; Top 7 shownSource: Annual State of Transactional Communications: Consumer Survey, Keypoint Intelligence – InfoTrends 2018
How can your providers improve the transactional communications they send you by mail?
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20© 2018 |
Increasing Awareness for Bill Redesign
Competiscan, July-September 2018
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21© 2018 |
Back of the Envelope Strategy: Digital Engagement
Competiscan, July-September 2018
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22© 2018 |
Back of the Envelope Strategy: Informational/Upsell
Competiscan, July-September 2018
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23© 2018 |
Educating Customers via Informative Energy Reports
Competiscan, July-September 2018
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24© 2018 |
Awareness Campaigns for Smart Meters
Competiscan, July 2018
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25© 2018 |
Embracing New Approaches to Communications
Competiscan, September 2018
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26© 2018 |
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27© 2018 |
AT&T: Tracking My Customer Journey
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28© 2018 |
AT&T Interaction Summary: Initial Outreach Bill Pay
Day 66
AR
Installation Reward Redemption Bill Arrives Bill PaidOutreach
Day 1
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29© 2018 |
AT&T Interaction Summary: Initial Outreach Bill Pay
Day 66
AR
Installation Reward Redemption Bill Arrives Bill PaidOutreach
Day 1
Physical
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30© 2018 |
AT&T Interaction Summary: Initial Outreach Bill Pay
Day 66
AR
Installation Reward Redemption Bill Arrives Bill PaidOutreach
Day 1
Digital
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31© 2018 |
Negative Consent: Forcing Consumers to Opt In for Paper
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32© 2018 |
Confusing Communications Drive Up Call Center Volume
If you didn’t make any changes to your account and think you got this message by mistake,
call us at 877-273-2728
Looks like you recently enrolled in paperless
billing or changed your email account…
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The Continuous Feedback Loop
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34© 2018 |
Gathering Live Customer Feedback As They Review Their Bills
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35© 2018 |
Questions for Residential Utility Customers
• What information could be better emphasized to make it easier for you to review your bill?
• What other information would be nice to see on your bill?• Talk about what makes your paper bill easy or hard to understand.
What would make it easier to understand?• How can your utility provider improve the communications they
send you?
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36© 2018 |
“The amount due could be in bold font.”
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37© 2018 |
“It'd be nice to see the due date and billing period dates displayed a little more noticeably.”
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38© 2018 |
“I think I would prefer they emphasize the usage a little more or at least [use] different colors beyond
gray and black to make it stand out.”
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39© 2018 |
What Would Make it Easier to Understand Your Bill?
Respondent: 29 year old female from North Carolina with a Duke Energy accountSource: Broadridge Communications Consulting User Testing, October 2018
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40© 2018 |
How Can Your Utility Provider Improve?
Respondent: 29 year old female from North Carolina with a Duke Energy accountSource: Broadridge Communications Consulting User Testing, October 2018
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41© 2018 |
Three Things to Consider!
• Consider the print-to-digital journey– Our clients often express a desire to make a quick switch from print to digital, which can work in
some cases, but consider how print and digital can work together.– It’s about creating a convenient omni-channel experience that meets customers’ needs.
• Use advances in technology to your advantage with communications– Consumers are seeking simplicity in their digital interactions with providers.– If you are able to communicate with your customers through their preferred channels, on their
preferred devices, in an intuitive way, they will reward you with more on-time payments, reduced call center volume, and increased paperless adoption.
• Don’t forget to consult with your customers!– Often utility stakeholders are too close to the business to “know best.” – Focus on a continuous customer feedback loop introduced across departments and functions.– Bills and statements are your monthly opportunity to connect with customers about the services
and products they receive from you, as well as pique their interest about new services and products.
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42© 2018 |
Let’s Connect!
Podcast Series
https://www.broadridge.com/podcast-communications
Social
in/swainfotrends/
@swainfotrends
Contact Info
+1 631.257.4200
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INSIGHT FOR TOMORROW’S UTILITY
Q&A Session Instructions
Press the hand icon to ask your question.
Questions will be addressed in the order in which they are received.
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY
Coming Up: Webinars
• December 12, 2:00 p.m. ET• FPUC
Increasing Customer Engagement after a
Hurricane
• December 13, 2:00 p.m. ET• Chartwell
Industry Benchmarks and Best Practices:
Chartwell’s Quarterly Review
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY
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