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.
[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.
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.
[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.
[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.
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