6.2 EMERGING CUSTOMER TOOLS Utilities use many kinds of tools for understanding and communicating with their customers. Introduction to Customer Tools Customer tools refer to a range of services, processes, and technologies that utilities use to better understand their customers. Surveys and Benchmarks It is common practice for utilities to survey their customers regularly to benchmark performance and take steps to continually meet and exceed customer expectations. Through Electricity Canada, the utilities can jointly share their best practices for the benefit of all electricity professionals. Key Accounts Many utilities have also engaged in the best practice of serving their key accounts—typically the largest and most influential customers—with a key accounts program. This entails personalized and customized products and services for large commercial and industrial customers. Some utilities use their key accounts program to serve the MUSH sector—municipalities, universities, schools and hospitals—as well as for the benefit of critical service providers such as fire, ambulance, and police services.
Emerging Customer Tools To help deliver an excellent customer experience, utilities are providing diverse customer-focused tools. Let’s look at some examples: •
Many utilities offer websites and smartphone apps that allow users access to information about their accounts, including billing, payment, conservation and demand management programs, and usage trends and prediction options.
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Many utilities now offer online power outage maps, providing information and restoration estimates.
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Some utilities employ biometric identification tools in their customer contact centre, which allow customers to use their voice to securely identify themselves.
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Some utilities have integrated with smart speaker services such as Alexa and Google Home.
Electricity Canada | Electricity Fundamental in Canada: Student Handbook
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