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Why Should UNS Focus on the Customer? •  Revenue  poten*al  with  the  sale  of  new  products  /services.   •  Increased  ability  to  cross  service  your  exis*ng  customers   –  Increased  adop,on  of  self  service  channels   –  Increased  ability  to  deliver  DSM/REST  programs   •  Improved  brand  reputa*on  and  increased  customer  loyalty   –  Builds  trust  when  rate  increases  occur   •  Enhanced  rela*onship  with  Commission   –  Supported  by  voters  (customers)   •  Prepara*on  for  compe**on   •  Reduces  live  agent  calls  resul*ng  in  lower  opera*ng  costs   2 of 13


The  Op*mal  UNS  Customer  Experience  

Adapted from ‘Mobile Retailing Blueprint: A Comprehensive Guide for Navigating the Mobile Landscape, Version 2.0.0,’ National Retail Federation’s Mobile Retailing Initiative, January 4, 2011

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Customer Touchpoints

Regulatory  

Customer   Care  

Web   Legal  

Experiences Happen Happen Through Everywhere Everyone

Audit  

IT  

Trouble  &   Field   Meter  

Bill  Inserts   Readers  

Chat  

Web  Ads   Engineering  

Text  

Mobile  

Customer  

Investor   Marke,ng   Rela,ons   Material  

Marke,ng   E-­‐mail  

Renewable  

Radio  AAccounts   ds  Key  

IVR   Energy   Efficiency  

bill   Finance  

Live  agent  Power  Plant   Accoun,ng  

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Customer Analytics •  Demographics   •  Income   •  Age   •  Household  Composi*on   •  Urbaniza*on   •  Neighborhood  Measures   •  Tenure/Housing  type   •  Predominant  Ages   •  Employment   •  Educa*on   •  Race  &  Ethnicity   •  Energy  Usage   •  Program  Par*cipa*on   5 of 13


Customer Contact Distribution

2002 Calls by IVR 20%

Web Users 10%

Calls by CSR 80%

Automated Web 5% Calls by IVR 24%

2012 Manual Web 5% Calls by CSR 66%

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Customer  Engagement  -­‐  Communica*ons  

Website  

Collateral  Materials  

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Customer  Engagement  -­‐  Communica*ons  

Facebook  

TwiOer  

Mobile  App  (Future)  

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Employee  Engagement  -­‐  Communica*ons   Foster   employee   understanding   of,  and  buy-­‐in   for,  the   Customer   Experience   strategy.  

Email

NewsleOer  

Wallet  Card  

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Economic Development Align  company  growth  ini*a*ves  with  local  area  of  focus.  Partner   with  local  and  state  organiza*ons  to  drive  new  and  expand   exis*ng  businesses  in  our  service  territory.   ü Involta - $15M investment, 40,000 square foot data center, Tier III, co-location facility ü 4.4MW - $2M in annual sales and $900,000 in margin ü Infrastructure improvement for our community ü Customer Experience in action ü Cross-functional team approach ü Aerospace, bioscience, solar, transportation and logistics.

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New Product Development Develop  new  products/businesses  to  meet  customers’  energy   needs  and  generate  revenue  for  the  organiza*on.   Current  Projects   ü Data  Centers  

$2M  in  annual  sales   $900,000  in  annual  margin    

ü Leveraging  Fixed  Network   Year  1  $105,000   Year  2  $238,000   Year  3  $369,000   Year  4  $500,000   Year  5  $567,000  

ü Alternate  business  models  for   Energy  Efficiency  and  Renewable   EE  =  $3.2M  in  2012   Renewable  =  post  incen,ve  

ü Non-­‐Road  Transporta*on              Market  

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Key Account Management Enhance  and  maintain  rela*onships  with  our  largest  customers.   Realize  revenue,  mi*gate  erosion,  reduce  O&M,  save  capital.   Current  Projects     ü Sierrita  Substa*on  sale  

Annual  Revenue  &  Margin:    $131,000/$59,500  

  ü Ina  Road  Waste  Water  

Annual  Revenue  &  Margin:    $121,500/$548,000      

ü Roger  Road  Waste  Water  

Annual  Revenue  &  Margin:    $224,500/$135,750  

  ü Asarco  outages/opportuni*es  

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Customer Experience Process Single view of the customer. 10

Web and IVR

EXCEL Implementation

Ongoing Management & Optimization

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IMPLEMENT Experience & Interaction Design

Customer Insights Program Design

Business Case Development & Presentation

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Customer Analytics

PLAN Current Experience Audit & Mapping

Customer Research & Segmentation

Internal Process & Information Flow Analysis

Policy & Goal Alignment Review

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UNDERSTAND

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The  Value  of  a  Coordinated  Customer  Experience  

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UNSCustomerExperienceBoardRetreat912v6