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Energy retailers future

Energy retailers future

GAINING CONSUMER CONFIDENCE

One of the great challenges, if not the main, of electricity retailers today is to offer a satisfactory customer service. Clients look for quick answers or solutions to their problem when a problem arises or they have a question. This critical moment, when it is not resolved, becomes a moment of frustration, it is a moment that leaves a mark on consumers that they will remember everlasting.

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EU28 Market Performance Indicator for Electricity services¹
Electricity services are the 4 worst rated among the 29 services of the survey, 4% below the average and 11% below the best rated service.

[1] Source: European Commission: Consumer Markets Scoreboard 2016 edition, Making markets work for consumers.

These moments can be easily minimized, so we start with a great advantage: user energy consumption data, which allows us to anticipate a large number of critical moments, with an advanced forecast and analysis.

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We have the data, the next step is to focus on the user experience, and on the value proposition that creates the experience.

WHAT DOES THE ENERGY CONSUMER LOOK FOR?

WHEN THE EXPECTATIONS ARE HIGH

Consumers look for immediate satisfaction, and expect the interactions with utilities to be quick and simple. They want a continuous experience through all the phases of the relationship, in the beginning of the contract, in the consumer service and resolution of doubts, and even at the end of the contract.

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87% of customers want to save energy²
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77% of customers feel that a company gains their confidence if they take immediate action when they have a problem²
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69% of customers want multi-channel services²

[2] Source: Accenture: The new energy consumer research 2017.

We know the valuable of all these moments, and the need to know how to find and provide the right information at the right time.

Beedata provides tools to connect with customers, virtual assistants for customer service and commercial management, which allow a global vision of the electricity market.

Our mission is to provide the right information at the right time

WHERE TO FOCUS EFFORTS

WHAT THE EXPERTS SAY…

The electricity market shows signs of what lies ahead: surveys from the European Commission1, from Accenture2, Navigant Research3 or from the Empowering4 project, offer us an overview of the services that energy retailers and distribution companies will have to offer their customers in the near future.

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62% of 92 utility executives in North America think that the main challenge of their services is to increase satisfaction of their clients³.
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57% of 542 customers were satisfied after receiving energy reports of their electricity consumption (+ 20% before receiving the energy reports) ⁴.
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82% of utilities believe that it is very necessary to have advanced tools for a satisfactory customer service⁵

[3] Source: Navigant Research: Bridging the Divide: Utilities and the Customer capabilities gap. 2016

[4] Source: Empowering: Practical report on project results, 2016. Empowering customers to save energy by informative billing is a project of the Intelligence Energy Europe programme of the European Union.

[5] Source: Beedata: based on proper data.

WHAT DOES THE FUTURE HOLD?

WHERE TO FOCUS EFFORTS

In a world where it is not enough to sell electricity as a commodity, energy providers must use digital channels to show their customers a large number of new products and services.

The data analysis will ensure that these offers are well targeted. Over time, consumers will increasingly personalize their energy experience.

Consumers will see their utility less as a provider, and more as a platform, a reliable resource that connects them to a diverse ecosystem of technologies and services.

3 KEY POINTS

That every utility must focus to gain customers and be competitive in the current electricity market.

1 · CONNECT WITH CUSTOMERS
Understanding the customer's needs and preferences to interact with the company, to offer them new products and services, and reaching the customer on their favorite channel is essential to satisfy the new energy consumer.
2 · CUSTOMER SERVICE AND SALES MANAGEMENT VIRTUAL ASSISTANT
To strengthen work teams that allow quick and effective responses to any question from a customer with doubts or anger, to reduce call volumes, improve the quality of care and offer useful tips for energy efficiency and renewable energy.
3 · STRATEGIC BUSINESS VISION
Through advanced tools to get the most out of information hidden in the energy data, which allow to translate the market questions into an effective business strategy.

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