Utilities Gain With Focused Customet Communications

摘要

Today, many utilities are using online tools and social media to connect and share information with their customers. But what about the one, consistent touch point they have every single month - the utility bill? Can utilities use the monthly invoice more effectively to reduce costs or does there need to be a larger communication strategy in effect? Who is involved? When we talk about utility companies looking at strategies to reduce costs, this certainly is not a new concept, and one that does not apply just to the utility organization itself. In today's world of outsourcing, deregulation and changing technology, there are many organizations that integrate with a utility's overall customer billing process. For example, social media, phone/text, Internet providers, banks/ online payment companies and many others can all touch this process and affect a customer's opinion of his or her utility company.