customer service

Can Utilities Get Smarter with Smart Meters?

September 10, 2015 by Coley Girouard

Utilities and Smart Meters

In this day and age where information is always at our fingertips and we are constantly connected, the lack of customer engagement in the electric utility industry - on which all our smart electronic devices depend - is absolutely mind-blowing.[read more]

Utility Nepotism: FirstEnergy Shops for Rates from Sister Company, Leaves Customers with the Bill

September 10, 2015 by EDF Energy Exchange

Utilities and Customer Disservice

In a long-awaited hearing which began last week, Ohio’s largest utility is seeking approval for a rate hike of $3 billion. FirstEnegy is asking the Public Utilities Commission (PUCO) to force customers to pay for its old, dirty, uneconomic coal plants and a nearly-expired nuclear plant.[read more]

Trending Topics in Electricity Today: New Opportunities for Utilities

November 18, 2014 by America's Power Plan

Electricity News Today

The experts of America’s Power Plan discuss new opportunities for electric utilities to drive development of distributed energy resources. By leveraging their social mandate and aggregator status, utilities can become essential enablers for customers to take advantage of new investment opportunities.[read more]

This Diagram Will Help You Visualize How Opower's Software Platform Operates

October 18, 2014 by Stephen Lacey

Opower Software Platform

After giving its software and analytics engine a powerful tuneup earlier this year, Opower is unveiling yet another set of offerings for utility customers. The release includes three new analytics capabilities designed to make it even easier to target specific customer segments for efficiency.[read more]

Companies Turn to Technology to Engage Consumers in Smart Energy Management

October 4, 2014 by EDF Energy Exchange

Engaging Customers and Energy Savings

Most of us in America would argue that affordable and reliable energy access is a basic life necessity, possibly even a basic human right. However, JD Power & Associates recently reported that only 3% of consumers are actually reviewing their energy usage more than once a month.[read more]

Communication Breakdown Between Utilities and Their Online Customers

August 23, 2014 by Jeff St. John

Utilities and Online Customers

Utilities are lagging behind most of their private-sector peers, and even many government agencies, when it comes to using digital technology to reach their customers. That oversight is costing them money today -- and in the future, it could start losing them customers.[read more]

Australian Energy Utilities Attack on Solar Energy Revealed

August 15, 2014 by Nigel Morris

I decided to start writing this whilst I was on hold (for the 2nd time in 30 minutes) with one of Australia’s big three dirty utilities. So far I have been transferred four times, cut off once, entered my details three times and repeated it verbally all while being bombarded by a song about how awesome this company is.[read more]

How Con Edison Effectively Relied on Social Media to Reach Customers During Superstorm Sandy

August 3, 2014 by Jared Anderson

Con Edison and Social Media

Like all forms of media, social networks include information that runs the gamut from gossip and mindless twaddle to statements from world leaders and crucial real-time updates about developing situations. The following is an interesting example of the latter.[read more]

Frictionless Energy: How Energy Companies are Finally Putting Customers First

July 8, 2014 by Matt Stewart

Energy companies are often likened to tech companies. They share many of the same investors, are often based in tech hubs like the Bay Area, and usually emphasize innovation. Yet renovating our energy infrastructure requires a different suite of tools than developing an app.[read more]

Progressive Utilities Increasingly Engage Customers Behind the Meter

May 8, 2014 by Jared Anderson

Engaging Customers

The days of merely managing wires and selling a commodity are winding down for utilities. They must compete with or embrace tech and services that give customers greater control over their homes, making it easier to reduce energy consumption, increase efficiency and ultimately save money.[read more]

Energy Efficiency Progress by America's Utilities: An Update

March 29, 2014 by NRDC Switchboard

Energy Efficiency and Utilities

Some people are surprised to learn that our electric and natural gas utilities spend billions of dollars a year to help customers need and use less energy. But helping people get more work out of less electricity and natural gas has long been a winning strategy for many of America’s hometown utilities.[read more]

Fast Fix: Opower's 5 Universal Truths About Utility Customers - Do You Agree?

November 21, 2013 by Jim Pierobon

Utility Customers

Customer Service Week hosted a discussion this morning with Opower‘s VP-Analytics Nancy Hersch and Customer Insights Senior Manager Lauren Llewellyn about five truths about utility customers the company is finding in its quantitative and qualitative research.[read more]

JD Power Helps Utilities Improve Customer Service With "Smart Energy Consumer" Program

July 12, 2011 by Benjamin Lack

Peter Shaw, of J.D. Power, discusses the launch of the Smart Energy Consumer Behavior Research Series- Full Transcription:Justin Segall :This is Justin Segall for the Daily Energy Report with Peter Shaw of the J.D. Power & Associates. Peter thanks for joining us.Peter Shaw:Sure.Justin Segall :J.D. Power has just come out with...[read more]

Utilities Must Step Up Communications To Recoup Smart Grid Investments

June 8, 2011 by Tom Raftery

Tweet    Smart grids don’t come cheap. They are typically projects costing in the order of hundreds of millions of dollars (or Euro’s, or pounds or whatever your currency of choice). Just think, the most fundamental piece of the smart grid, the smart meter, alone costs in the order of $100. When you factor in the costs of...[read more]

The Smart Grid Data Learning Curve for Consumers

May 3, 2011 by Christine Hertzog

Last week I wrote about the challenges of Smart Grid data impacting utilities and potential outsourcing trends.  While utilities do have a learning curve to climb about data management and analytics, end users (residential, commercial, and industrial customers) also need to learn the ramifications of the creation and use of entirely...[read more]