Utilities' Progress Towards Customer Centricity

HOW DO UTILITY COMPANIES ACHIEVE THIS INCREASED FOCUS ON THE CUSTOMER? UTILITIES' PROGRESS CREATING A NEXT-GEN CUSTOMER CENTRICITY CUSTOMER CENTRICITY - THE BEST BET FOR TOWARDS CUSTOMER CUSTOMER EXPERIENCE INDEX IS HIGHER IN: WIPRO CENTRICITY Applying Thought Which of the following areas within your company are most in need of attention to improve customer centricity? SUSTAINABLE TECHNOLOGY: COMPETITIVE ADVANTAGE KEY FOCUS AREA TO DRIVE CUSTOMER CENTRICITY WHY UTILITY COMPANIES NEED Average Rank TO BE CUSTOMER CENTRIC? Business Processes 69% 2.3 Technology 53% 2.8 There are 2 major reasons why Utility Companies need to focus on the customer: Information/Data 23% 3.1 Corporate Culture 38% 3.5 CURRENT CUSTOMER Staff Training - Contact Centres 39% 4.0 CENTRICITY INDEX FOR COMPANIES: 3.8 OUT OF 5 BUSINESS PROCESS IMPROVEMENT IN 90% CALL CENTER IMPROVEMENT: 69% TECHNOLOGY AREAS: 53% Executive Sponsorship 16% 5.3 4.1/5 MANAGEMENT OF UTILITY CXOS BELIEVE THAT THE FOCUS ON THE CUSTOMER HAS INCREASED COMPARED TO 2012 THE TOP RANKING What upcoming or on-going regulatory/market events will provide you with the biggest opportunities to bring change to customer centricity? 3.9/5 FIELD SERVICES MARKET OPPORTUNITIES 3.8 4.6 ARE ALSO LARGELY TECHNOLOGY BASED RISE OF THE Average Rank REGULATED ENERGY Event EMPOWERED NETWORKS THE CUSTOMER CENTRICITY INDEX Pervasive Mobile Technology 2.0 CONSUMER BELIEF THAT THE LEVELS OF OF UTILITY COMPANIES IS SLATED Service Incentive Mechanism 2.2 TO INCREASE BY 0.8 POINTS CENTRICITY TEND TO BE HIGHER Smart Meters 2.9 IN THE 'FRONT-LINE' SERVICES REGULATED ENERGY CUSTOMER CENTRICITY IS RISE OF THE EMPOWERED CONSUMER Fuel Poverty 3.0 NETWORKS CLEARLY FRONT OF MIND IN Change of Political Landscape 3.3 Confidentially, on a scale of 1 to 5, please score your company's level of customer centricity in each of the following areas. THE UTILITY INDUSTRY Climate Change 3.9 PERVASIVE SERVICE SMART Smart Grids 4.8 OFGEM AND OFWAT KEEPING CUSTOMERS AT MOBILE INCENTIVE METERS Green Deal 7.0 How much has the importance of customer centricity to your company changed over the past five years? ARE CREATING A THE CENTRE THROUGH: TECHNOLOGY MECHANISM CUSTOMER CENTRIC Customer loyalty mgt. 2.8 ENVIRONMENT IN Customer mobile services Which of the following IT applications need to improve if your company is 3.1 AND THE TOP 3 APPLICATIONS THAT NEED TO IMPROVE ARE: EMPOWERED BUYERS THE UTILITY INDUSTRY Customer segmentation 3.1 Customer self service 3.2 DEMAND A NEW LEVEL OF CUSTOMER OBSESSION Social media integration to become more customer centric? 3.3 100% Average Rank Sales 3.3 90% Application FOR WATER UTILITIES: 78% 80% Despatch centre 3.4 COMPANIES THAT PERFORM Customer Relationship Management 3.1 Control centre 3.4 IVR voice & web Integration 3.5 Customer Self-Service Portals 3.2 BETTER ARE REWARDED New connections 3.6 Call Centre Technology 3.8 WITH HIGHER PRICE LIMITS Customer comms 3.7 Field services Field Operations 4.2 3.9 » CUSTOMER-CENTRED INTERACTIONS LACK OF TRUST CAN MEAN CUSTOMERS SPONTANEOUSLY SWITCH LOYALTIES Call centre mgt. Data Management Analytics 4.3 4.1 TAILORED FOR EACH CUSTOMER CALL CENTER TECHNOLOGY CUSTOMER CUSTOMER FOR TRANSMISSION COMPANIES: UP TO 1% REWARD OR PENALTY BASED ON THEIR Emergency mgt. 4.1 Billing 5.3 1% Overll Water Electricity Gas » INCREASED FOCUS ON RELATIONSHIP SELF-SERVICE Asset Planning Investments 6.1 MANAGEMENT PORTALS MEASUREMENT OF IAverage Score. 1 = Very Poor & 5 = Excellent New Connections 6.2 CUSTOMER SATISFACTION ALLOWED REVENUES Source: Centre Forward: Utilities' Progress on Customer Centricity in Utilities – A Wipro and Utility Week Report READ MORE